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Customer Support (46)

  • 2 days ago

    Mediavine, a fast-growing advertising management company representing over 6100 websites in the food, lifestyle, and entertainment space, is searching for a Publisher Support Specialist.

    We are looking for someone who is comfortable explaining technical issues in non-technical ways, and someone who is able to provide excellent service throughout stressful situations. Since you will be working with publishers who may be dealing with difficult issues, we expect you to be able to empathize with our publishers and help de-escalate situations. We're a remote team, so experience with remote work is required.

    Note: While this job is remote, we work a traditional schedule in order to accommodate our clients. Some weekends are required. There is some flexibility in your schedule but it must be pre-approved by your supervisor.

    As a Publisher Support Specialist at Mediavine, you can expect to:

    • Answer a lot of emails via Intercom
    • Update a lot of spreadsheets, where every cell matters.
    • Be available via Slack during work hours
    • Answer the occasional phone call
    • Process applications from publisher sites
    • Track progress and identify issues
    • Be a Mediavine cheerleader!
    • Work with your team to ensure all of the daily tasks are getting done
    • Travel occasionally to events

    Requirements

    • Great time-management skills. You get stuff done without a ton of oversight or direction.
    • Strong work-ethic. You love what you do, and want to do it well.
    • You care, genuinely, about people and it shows in the way you treat your customers.
    • Customer Support experience
    • The ability to learn quickly, and on-the-fly. Mistakes are okay, but you have to learn from them.
    • A willingness to ask questions, repeatedly, until you understand the answer.
    • A love of puzzle solving. Some of the issues we get take some digging to get to the answer. You are persistent.
    • The ability to collaborate well. We work together remotely, and need to keep in touch when co-working on projects.
    • Attention to detail. Everything matters. You like to take your time and do things right the first time.
    • You can translate technical explanations into laymen’s terms, and provide step-by-step directions that are easy to follow.
    • Prior remote experience

    Bonus points for

    • Technical support experience
    • A blog, that you publish on regularly
    • Experience working with bloggers in a related field
    • Excellent GIF skills

    Benefits

    • Work from home! In your pajamas!
    • Company provided Macbook Pro
    • Exciting, fast-paced environment
    • Co-workers who LOVE their jobs. For real. And really enjoy working with each other too.
    • Travel to exotic locations like Austin, Texas! Or Florida! Or other locations TBD. You never know where you might end up.
    • Health insurance, 401k.
    • Generous Vacation/Time off policies
    • Awesome side benefits such as home-office upgrades, a tuition reimbursement program, paid gym memberships and wellness retreats, upgraded flights, birthday gift cards, free cool swag and more!
    • Salary starts at 40k
  • Our health system is broken, and it’s a huge problem. Costs are rising out of control while the patient experience gets worse. To make big improvements, we need innovative solutions that make great care available at affordable levels. At Sana, we are passionate about fixing this problem.

    To do this, we have built a new kind of health plan from scratch for employers and their employees. Our customers can offer rich benefits to attract and retain top talent while paying less than traditional plans. Sana uses proprietary technology to cut out waste and a novel financing structure that gives companies money back when claims are low, saving up to 30% on total costs.

    As a CSM, you will be the primary point of contact for our clients. The CSM has visibility into the entire company, and works alongside our sales, product, operations, marketing, and support teams to serve our clients. The ideal candidate will also help develop best practices and be open to other responsibilities in a hands-on, collaborative environment.

    What you will do

    • Facilitate smooth customer transitions from Sales and inspire confidence in our product and service to meet/exceed customer needs.
    • Develop and execute against launch and on-going maintenance plans from the point of sale through the lifetime of the client.
    • Be the relationship lead and day-to-day contact for our customers, including owning the annual renewal process end-to-end.
    • Serve as the broker and benefits consultant to our clients, providing strategic advice on benefits, compliance, and wellness programs.
    • Proactively manage potential escalations with the leadership team and generally be the voice of the customer with internal teams.
    • Be a knowledge partner, researching, documenting, and educating others on updates related to internal process, external policy, and best practices.
    • Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

    About you

    • 3+ years work experience preferred, preferably in a fast-growth company environment in the health or benefits space.
    • Licensed broker or willing to obtain your broker license within 1 month of employment
    • Values-oriented. You care deeply about making our healthcare system work better for people and business owners.
    • Unparalleled attention to detail. You love getting into the weeds to get things done.
    • Fast learner. Entrepreneurial. Self-directed. Excited to build something from scratch.
    • Gritty. You aren’t worried about getting your hands dirty and working hard when you need to.
    • Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description.
    • Strong team player with a track record of working cross-functionally.
    • Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development.

    Benefits

    • Competitive salary
    • Stock options 
    • Flexible vacation
    • Medical dental and vision Insurance 
    • 401k
    • Parental leave
    • Wellness program
    • Opportunity for career growth
    • Dynamic start-up environment.
    About Sana
    Sana is a modern health plan solution for small and medium businesses. We use a more efficient financing structure and integrated technology solutions to cut out wasteful spending and get members access to better quality care at lower cost. Founded in 2017, we are an experienced team of engineers, designers and health system operators. We have the financial backing of Silicon Valley venture firms and innovative reinsurance partners. If you are excited about building something new and being a part of fixing our broken healthcare system from the inside, please reach out!
  • 4 days ago
    The online presence of a merchant’s business starts with their website.  At Shopify, we understand how a great theme can affect the livelihood of our merchants.  As a Theme Specialist you will be a part of a multi-disciplinary team that focuses on many aspects related to helping merchants customize their Shopify themes and troubleshooting theme related issues. We are looking for individuals who can use their communication and technical skills to support our merchants, both in helping them directly with their requests, and by creating education and material for them to reference.  Our team adapts to anything that is thrown their way, and we are constantly collaborating to solve issues that affect themes with other teams and departments.

    Responsibilities and Duties:

    • Helping merchants customize their Online Store
    • Identifying bugs and theme improvements for our Themes
    • Develop ways to better equip our Support teams for any Theme related questions
    • Improve documentation to reduce Theme related support debt
    • Working with PSN, Sustaining Engineering, Themes, Online Store and Theme Partner Manager teams to resolve Theme bugs and improve Product
    • Contributing to critical projects within Theme Support as well as cross organizational, that contribute to the overall merchant experience

    Qualifications:

    • Know HTML and CSS like the back of your hand
    • Have experience creating/modifying themes or web templates (e.g.: Wordpress, Tumblr, Liquid)
    • Have customer service experience.  This could be anything from working as a Shopify Guru, working with clients on large scale design projects, or a retail job at Old Navy or Dunnes Stores
    • Familiarity with the Liquid templating language
    • Experience using CSS preprocessors (e.g.: SCSS, LESS) and/or build tools (e.g.: Grunt, Gulp)
    • Have a working knowledge of jQuery (i.e.: do you understand what $(“.hello”).text("text”); does?)
    • Knowledge of version control systems like Git or SVN
    • Detail oriented, open and ongoing communication 
    • Thrives in an operationally autonomous environment
    • Takes ownership over problems and collaborates on solutions

    Working at Shopify is unique, and we’d like our application process to reflect that! If you want to be the next Shopify Theme Specialist, please attach a detailed cover letter outlining why you think you’d have a positive impact on our team and providing links to any technical or design portfolios you may have. In your letter, please also indicate which region you’re applying from. 
     
    In addition, please complete one of the following skill testing tasks:

    Create a Shopify development store and install one of our free themes. Modify that free theme to do something the theme doesn’t normally do. Explain why a merchant may want that modification, how it would help them grow their business, and how you approached making the changes in the code files. 

    OR


    Create a one-page, responsive website that sells yourself and your skills to Shopify. This is a free-form opportunity to show off your technical skills in whatever way you choose, so make sure to include examples of your HTML/CSS/jQuery abilities and your eye for contemporary design trends.


    Location: Republic of Ireland - Remote
    Closing Date: Friday, January 28th at 5pm GMT
  • Follow up boss (US only)
    5 days ago

    Who Is Follow Up Boss?

    Why Work Here?

    • We’re a young, ambitious company who only answers to our customers
    • Opportunity to have a big impact on our growth and your career
    • No red tape or pointless meetings
    • Competitive base salary, health/dental insurance and 20 days paid holiday

    This Role Is For You If…

    • You would describe yourself as patient, empathetic and having a good sense of humour
    • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
    • Superb written and verbal skills (with a professional yet fun demeanor).
    • You consider yourself tech savvy and efficient with SaaS applications

    Your qualifications:

    • Self motivated and proactive mindset.
    • Remote work experience is considered an asset.
    • Based in the USA, quiet home office with fast internet.
    • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

    We’re looking for a Product Support Expert to join our team to cover support 8 - 5 PM Tue-Sat or Sun-Thur CST.

    Your responsibilities will include: 

    • Answering incoming phone calls from customers to offer support
    • Answering support tickets to help customers and free trials (we use Help Scout)
    • On-boarding and setting up new accounts and winning them over from the get-go.
    • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
    • Advocating customers’ requests and needs across the entire company (we use Basecamp)
    • Educating about newly released features and functionality.
    • Contributing to our Help Center (help.followupboss.com)

    30 Day Targets:

    1. Learn the Follow Up Boss software & product offerings to be effective in the position
    2. Complete all position specific on-boarding tasks, setup, and initial training
    3. Virtually meet all Follow Up Boss employees

    60 Day Targets:

    1. Actively work in the ticket queue on a daily basis
    2. Answer incoming calls and complete 3 training calls

    90 Day Targets:

    1. Meet or exceed KPI expectations
    2. Contribute at least 3 documents to the Help Center

    KPI’s:

    1. Average Calls per Day
    2. Average Tickets Per Day (conversations)
    3. Three Help Articles Per Month (new or update)

    If this sounds like a great fit we would love to hear from you, drop us a line below.

  • This position is remote, based in the United States.

    As a Support Operations Specialist, you will be responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. You will be able to juggle a diverse workload that includes everything from managing user provisioning to troubleshooting custom applications in support of a global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!

    Responsibilities

    • Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company wide initiatives.
    • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
    • Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
    • Support and maintain several business critical SaaS systems (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Zendesk Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
    • Develop and maintain system failover processes for customer facing Zendesk apps.
    • Provide support and troubleshooting for our Support systems, including App integration, tagging, macros, automations, etc. when necessary.
    • Maintain and demonstrate 100% compliance with all written security policies and change management controls and assist with quarterly audits of user access to key systems.
    • Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
    • Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.

    Required Skills/Experience

    • 1-3 years experience in SaaS support with proven ability to support diverse customers needs with skill and humor
    • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
    • Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
    • Proven ability to solve practical business problems
    • Understanding of business processes and ability to translate business requirements into application functionality
    • Zendesk enthusiast who thrives on working in a fast-paced and changing environment
    • Strong team player with service-oriented attitude and customer focus
    • Excellent written and verbal communication
    • BA/BS Degree or equivalent work experience
    • An eye for detail and out-of-the-box thinking
    • You share our values, and work in accordance with those values
    • Successful completion of a background check

    Desired Skills

    • Demonstrated understanding of technical software support processes and concepts
    • Experience in CRM or a related industry
    • Familiarity with change management processes and risk control compliance
    • Experience working on the Zendesk platform as an agent or developer
    • Experience with enterprise integration tools

    Compensation

    To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

    Additional details about our process can be found on our hiring page.

     
    Remote-Global
  • 1 week ago
    This position is remote and can sit anywhere in Canada.

    Percona is a leader in providing best-of-breed enterprise-class support, consulting, managed services, training and software for MySQL®, MariaDB®, MongoDB®, PostgreSQL® and other open source databases in on-premises and cloud environments. Our services and software accommodate rapid growth and application development, help companies develop and deploy agile solutions and improve your ability to keep up with customer needs.

    We are looking for a self-motivated, experienced customer success professional or account manager to join our remote workforce as a Customer Success Manager.  Percona’s Customer Success Team is responsible for managing the complete customer lifecycle including onboarding, adoption, renewals, and expansion. Customer Success Managers work cross-functionally with Sales, Service Delivery, and Product Management to ensure the best business outcomes for customers, manage renewals, and provide a voice to our customer base. As a member of this team, you will be a trusted advisor for our customers.  Additionally, you will work with our leadership team to help refine and improve customer success processes and playbooks.

    What you will be doing...

    • Manage the complete customer lifecycle including: onboarding, integration, account growth, new product adoption, and renewals
    • Develop a “consultant” perspective to client communications, questions, and meetings
    • Lead and present at regular remote client meetings
    • Analyze customer engagement to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
    • Work closely with the executive team to translate customer feedback into specific product requirements.

    Your Experience, Skills and Abilities

    • Account management experience required, preferably at a subscription-based or open source software company
    • Strong understanding of customer success techniques and strategies
    • Excellent English written and verbal communication skills. 
    • Experience navigating complex work processes, tight timelines, and changing teams
    • Extremely detail oriented, self-motivated and organized
    • Knowledge of Salesforce or related CRM tools 
    • Comfortable working from home or co-working office
    •  Positive attitude
    • Willingness to spend time learning and innovating.  
    • Constant desire to improve.  
    • Problem solver and independent thinker
    Location/Time Zone: Remote/ work from home -preference given to candidates in Canada. Hours will align with North America time zones.

    Remote work from home openings require consistent and strong internet access.

    HQ is in Durham, NC USA.  Staff members should be available if there is a need for any onsite trainings and/or events at any time.    

    Note that your legal agreement will be with Percona Staffing LLC, a USA corporation and a subsidiary of Percona LLC.

    Please review our Percona GDPR Privacy Policy.
  • 🚨Please read carefully before applying:

    ✔️This position is 100% remote 🌍

    ✔️Your availability must have a minimum of 3 hours overlap with GMT

    ABOUT US

    SmarterQueue is a ground-breaking social media management tool.

    On average, SmarterQueue increases the effectiveness of our customers social media content by up to 300%, and saves them over 8 hours per week - amongst many other incredible benefits!

    We are a small fully remote team, spanning the UK, Canada, America and Europe.

    SmarterQueue is building software which adds REAL value to influencers and marketers lives!

    SALARY

    - Salary range USD $20 - $35 per hour (dependent on experience).

    WHAT YOU’LL DO

    - Lead inbox coverage during the weekends (answering live chat and email).

    - Report customer feedback to the Product Team.

    - Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals.

    - Identify and execute opportunities to increase customer loyalty and reduce churn.

    - Take customer demo and onboarding calls.

    - Create, review and edit Help Center articles.

    - Complete communication reports, and suggest improvements.

    - Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.

    ABOUT THE ROLE

    - Part time (with the opportunity to go full time).

    - Must be flexible regarding working hours.

    - Contract position.

    - You will work 100% remotely and report directly to the Head Of Operations & Customer Success.

    - You must have your own computer/equipment with a solid connection to the internet.

    REQUIREMENTS

    - Fluent in English, both verbal and written.

    - Strong verbal and written communication skills.

    - Reliable, responsible and consistent.

    - Excellent interpersonal skills.

    - Independent and very resourceful.

    - Incredible organisational skills, with the ability to multitask.

    - A strong understanding of social media.

    BONUS POINTS

    - Remote working experience.

    - Startup experience.

    - Sales experience.

    HOW TO APPLY

    ✔️Click to apply, and ensure you send us a brief intro note

    ✔️Make sure your resume is uploaded on AngelList, and your Linkedin URL is added to your profile

    ✔️All applications without a complete AngelList profile and intro note, mentioning ‘taco’, will be immediately disqualified 😉

    ✨We’re actively looking for a diverse and gender-balanced team.

    ➡️Visit smarterqueue.com for more information about the product.

  • Chef Software is the industry leader in IT automation and DevOps solutions. We develop the world's best products for managing applications and infrastructure at scale, and we deploy them against real problems in all kinds of industries. We’re writing the rules of the cloud -- rules the world’s top engineers live, breathe and contribute to. Our platform is used to enable hundreds of millions of people around the world to chat, fly, present, bank, game, shop, and learn. Chances are the web applications you use every day have infrastructure built, deployed, secured and ran with our code.

    We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers and the Chef community. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment. Individuals, strong on aptitude and attitude, will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional yet relaxed atmosphere.

    The Customer Success Manager (CSM) plays an integral role in our success at Chef. The Customer Success Manager works directly with our customers to help them achieve their business objectives with the Chef product suite.  The CSM is coupled with a dedicated Customer Architect and works together with them and others to develop solutions to our customers most difficult problems. The CSM leads the relationship, ensures the customer has access to the necessary resources and helps guide them along their DevOps journey.

    The ideal candidate will:

    • Have experience as a Customer Success Manager for a SaaS company
    • Have experience in managing 1:many accounts.  The Customer Success Manager will manage customers in our corporate segment and will have an account load of up to 50 customers. 
    • Understand DevOps automation and have a compelling point-of-view on the value of DevOps
    • Demonstrate executive presence and the ability to influence senior stakeholders
    • Have a “service mindset” that compels them to deliver value and help

    What You’ll Do:

    • Manage a portfolio of customers to drive greater business value and ensuring our customer’s Chef investment is being optimally leveraged
    • Support Sales efforts to articulate customer on-boarding experience and success program
    • Project Manage the customer on-boarding experience and own the customer post sale
    • Proactively drive customer adoption and look for opportunities to increase overall contract value  
    • Work closely with the expansion sales team as opportunities are identified
    • Position Success Subscriptions and Services offerings, as needed
    • Understand and Manage Customer Health in a proactive fashion
    • Improve Customer Experience & Customer Satisfaction by helping them achieve their stated business outcomes
    • Implement action plans and playbooks that drive key metrics for the CSM
    • Lead strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
    • Make customer renewals a non-event by driving a results-based engagement pattern. 
    • Customers should understand the value they are getting from Chef’s products and services and the CSM provides the ongoing engagement patterns to ensure they keep our customers’ business.
    • Provide feedback to Sales, Product and Marketing on patterns you see with Customers that will allow us to more efficiently scale our business
    • Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support

    What We’re Looking For:

    • 5+ years of customer/account management experience
    • Demonstrated ability to be resourceful and achieve results within complex IT environments
    • Experience working with technical practitioners and Executive Sponsors
    • Strong organizational and analytical skills
    • A customer first mindset
    • Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach
    • Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
    Benefits are awesome  — a competitive salary, equity for all, solid medical/dental benefits, 401(k), telecommuting, flextime, a variety of interesting projects, and brilliant co-workers.        

    At Chef, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products and our community to flourish. Chef is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.
  • Client Relationship Manager - ISRAEL

    MUST SPEAK HEBREW 

    REGION: Remote position in EST (Boston MA, New York NY, Miami FL, Philadelphia, PA, Washington DC, New Jersey, West Bloomfield/Farmington Hills, MI)

    Invitae is a rapidly growing genetic testing company driven by the mission to expand access to high-quality, comprehensive, low-cost genetic testing. To support this growth, Invitae is looking to add a Client Relationship Manager to our team. The Client Relationship Manager will be responsible for working with our largest and highest potential accounts, as well as teammates in sales and client services to ensure the best possible client experience with Invitae.

    Work with clinician customers in conjunction with our sales and client services teams to:

    • Deepen Existing Client Relationships:
      • Build lasting relationships across key accounts
      • Identify areas of potential growth with existing customers by working with clients to find upsell and cross sell opportunities
      • Work across Invitae’s client services, sales, and medical affairs groups to provide clients access to people who can answer their questions and issues as they come up
    • Ensure Seamless Customer Experiences
      • Help new accounts get setup for success from their first order
      • Educate and train new accounts on how to work well with Invitae and help develop workflows, practices, etc. in conjunction with the customer to make Invitae work for them
      • Work proactively to identify potential issues or areas of dissatisfaction within an account and address it head on before it becomes a problem
      • Partner with colleagues in sales and client services to ensure clients have their needs met in a seamless fashion that’s efficient while maximizing their satisfaction
    • Help Grow High Potential Accounts
      • Collaborate with sales to identify opportunities for growth within high potential accounts
      • Work with sales to identify issues that may prevent accounts from working with Invitae more and work with internal stakeholders to resolve those issues
      • Develop strategies for how you and field sales can work together to drive growth within your accounts
      • Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy in

    What you will bring:

    • Bachelor’s degree required, MBA or other relevant advanced degree a positive
    • Experience in healthcare a plus, but not required
    • Experience with germline genetic testing a plus.
    • 5+ years of work experience on the front lines in relevant customer-facing functions, including: customer/client success, account management, customer support and/or sales (including field, inside and national accounts)
    • Experience working with customers outside of the US, especially Israel/EMEA, highly desired
    • A track record across your work history of solving complex, cross-functional customer facing problems
    • Excellent relationship development and management skills
    • Great listener who can help clients feel heard while also getting to the root cause of the issues a customer is facing
    • Dynamic problem solving mindset oriented towards finding creative solutions to customer issues
    • A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise
    • Ability to think big picture while also focusing on the details of a situation that are causing problems for a client
    • Knowledge of Salesforce and other relevant tools highly desirable

    At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

     

  • Flyt is a technology platform designed to help the world’s top food delivery companies to work with the largest restaurant partners seamlessly. If you have ordered food through any of the major delivery partners you would have touched our technology with us being the technical backbone for these partners.

    Today, we’re a global company, with our technology being deployed across Europe, North America and Australia, and with team members in six countries. Yet we’re still human-scale: we’re a company where everyone can get to know everyone, and are structured to ensure every multidisciplinary team has a strong sense of community, and complete autonomy on how to hit their goals.

    Flyt is organised in small, cross functional autonomous teams, we call squads. Each one of our squads owns an area of the product end-to-end and is responsible for meeting a business goal. Same principles as the spotify model, but customised to what works for us.

    The Role

    • We’re looking for someone to support the squads responsible for deploying multiple Point Of Sale (POS) integration projects globally (UK, EU, US, AUS).
    • You’ll optimise tools & processes to ensure we’re able to run faster to achieve our deployment goals.
    • You’ll have a clear view of what needs to be completed across all projects before go-live and understand how your individual contribution adds value to what the squad delivers.
    • As a critical member of a cross-functional squad, you’ll be results-driven and use your initiative to suggest new ways of working.

    What you’ll do:

    • Build menu information from various source formats (e.g. excel/PDF/JSON files etc.) and map that between different systems.
    • On-board new merchants: account set-up, location configuration etc.
    • Create testing scripts and end to end test the menu, price bands, orders etc.
    • Proactively resolve discrepancies in information / obtaining further information.
    • Participate actively in your squads weekly project meetings to understand the “why” of the work you’re undertaking.
    • Update existing menu data upon request.

    Requirements

    We’re confident you’ll love working here if:

    • You want to get into the trenches with a collaborative team.
    • You want to help deliver innovative software products.
    • You class yourself as a continuous improver, and constantly push yourself outside of your comfort zone.
    • You like to openly communicate, be willing to listen to peers and give and receive continuous feedback.

    Benefits

    • Remote Working.
    • £22,000 - £26,000.
    • Bonus Pool.
    • A great working environment, regular office events and a culture of creating unique experiences for our employees
    • Macbook pro - top spec.
    • The training you need to help you level-up (up to £1,000/y).
    • The opportunity to work in a fast-growing company with global expansion plans and operations spanning USA, UK, and Australia.
    • Pension - 3% matched to 5%.
    • 25 days holiday.
    • Cycle to work scheme – www.cyclescheme.co.uk .
  • Cloudbees (Germany, Austria, or Switzerland)
    1 week ago

    Our Customers Develop Software at the Speed of Ideas

    CloudBees is powering the continuous economy by offering the world’s first end-to-end continuous software delivery management system (SDM). For millions of developers and product teams driving innovation for businesses large or small, SDM builds on continuous integration (CI) and continuous delivery (CD) to enable all functions and teams within and around the software delivery organization to best work together to amplify value creation.

    CloudBees is the continuous integration (CI), continuous delivery (CD) and application release automation (ARA) powerhouse built from the commercial success of its products and its open source leadership as the largest contributor to Jenkins and a founding member of the Continuous Delivery Foundation (CDF). With a globally distributed workforce of more than 500 employees, the company reflects the global nature of the DevOps movement. We believe in walking the talk! From startups with full-stack developers practicing NoOps to large Fortune 100 companies, CloudBees enables all software-driven organizations to intelligently deploy the right capabilities at the right time.

    Over 3,500 of the world’s best known brands and over 50% of the Fortune 500, invest in CloudBees because of its ability to work across any cloud, in any development environment and to balance corporate governance and control with developer flexibility and freedom.

    CloudBees is home to the world’s leading DevOps experts helping thousands of companies harness the power of “continuous everything” and putting them on the fastest path from great idea, to great software, to great business value.

    As a Customer Success Manager, you will be responsible for onboarding and training new CloudBees customers and prospects. Working closely with our Sales, Customer Engagement, and Professional Services team, you will use your strong communication skills and technical know-how to wow Corporate, Enterprise and Fortune 500 customers as you help them - for the first time - realize the value that CloudBees brings to their business.

    The ideal candidate is experienced in Enterprise Technology, loves helping customers, and is comfortable with technical and highly configurable Enterprise Technology solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required. This is a rare opportunity to join a fast growing company with an open and collaborative work environment and help define Customer Success at CloudBees.

    What You'll Do:

    • Promote a customer first environment at all times.
    • Become a CloudBees Continuous Delivery Platform domain expert.
    • Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.
    • Work closely with clients and their tech teams to fully integrate CloudBees into their technology stack.
    • Train clients in software platform basics and provide progressive guidance throughout the acquisition and onboarding launch process.
    • Track and hit key implementation milestones.

    What The Role Requires:

    • 2+ years experience in a customer-facing role 
    • Strong knowledge of the Software Development Life Cycle
    • Experience with DevOps tools, or Enterprise offerings of Open Source Software 
    • Experience working with modern project management processes and creating/implementing project plans
    • Knowledge and experience using and supporting enterprise software, ideally a continuous integration / continuous delivery solution
    • Strong organizational and analytical skills. Attention to detail.
    • Critical thinking and proven complex problem solving skills required.
    • Customer first mentality; ability to empathize and build customer loyalty.
    • Four year engineering or technical degree, or equivalent required.
    • Background in computing, software development
    • Proficient in German and English

    What You’ll Get

    • Highly competitive benefits and vacation package
    • Ability to work for one of the fastest growing companies with some of the most talented people in the industry
    • Team outings
    • Fun, Hardworking, and Casual Environment
    • Endless Growth Opportunities

    This position is working remote in Germany, Austria, or Switzerland

    At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.

    In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.

  • About Us

    At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 40 high-performing, happy people dedicated to building a product our customers love.

    We are seeking a Customer Support Team Manager that will be instrumental in leading our current support team of 6 people. 

    About You

    You're an experienced manager of customer support teams with a well-developed management philosophy and experience as a successful team leader that can demonstrate both company and employee growth.

    You have over two years of experience in B2B SaaS/startup customer support. You have a proven track record leading the support team of a SaaS business in a similar industry with a strong technical background.

    In your role as Support Manager you’ll be responsible coach and lead the day-to-day operations of the team. Due to the small size of this team, you will also be expected to interact with customers directly and answer our hardest inquiries. 

    You reside in Western Europe and are willing to accommodate the management of team members who range in time zone from Pacific Time to CET. This position requires periodic travel to customer offices and Close company offsites.

    You should have...

    • 2+ years of experience on a customer support team of a B2B SaaS product

    • 1+ years as a manager with remote direct-reports

    • Extensive administrative and agent level experience with Helpscout

    • Ability to read through scripts / have a basic understanding of programming concepts in Python / Ruby / Java 

    • A proven track record of delivering exceptional service to both non-technical business users and deeply technical engineers

    You enjoy ...

    • Interacting with customers over the phone and email

    • Creating well-written and visually pleasing educational content recruiting and managing a small team of customer support executives around the world

    • Debugging complex problems in email, phone, and billing systems

    • Being liaison between product and support -- communicating customer and support team challenges to the product team.

    Bonus points if…you have experience on a sales team or working in a sales-oriented culture

    Why work with us...?

    • 100% remote (we believe in trust and autonomy)

    • 2 x annual team retreats ✈️ (Lisbon Retreat Video)

    • Competitive salary

    • 7 weeks PTO (includes company-wide winter holiday break)

    • 1 month paid sabbatical after 5 years

    • $200/month co-working stipend

    • Paid parental leave (10 wks primary caregiver / 4 wks secondary caregiver)

    • 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)

    • 401k matching at 4% (US residents)

    • Dependent care FSA (US residents)

    • Our story and team 🚀

    • Glassdoor Reviews 

    At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).

    We come from 12 countries and 14 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community.

    This team is growing in more ways than one - we’ve recently launched 8 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.  

    Interested in Close but don't think this role is the best fit for you? View our other positions.

    • Take up our mission to make state-of-the-art AI and ML effortlessly scalable (& cost effective!) for Fortune 500 and Government customers everywhere
    • Join a truly remote-friendly company - work from anywhere in the Western region of the US including your sofa, the beach, or our offices in Seattle
    • Experience rapid growth in the first AI startup to be funded by Google

    Algorithmia automates, optimizes, and accelerates every step of the journey to deploying of AI and ML at scale. We allow anyone to run models on massively parallel infrastructure in minutes instead of months. In our cloud or your datacenter - all completely managed for maximum performance at minimum cost. Already trusted by over 90k developers and major enterprise customers, Algorithmia makes scalable Machine Learning fast, simple, and cost-effective for everyone.

    As a Customer Success Engagement Manager at Algorithmia, you will work with the Customer Success team to service our global customer base on complex implementation and professional services projects. Our customers include Fortune 100 companies, government entities, and nonprofits leveraging the Algorithmia Enterprise AI platform to operationalize their data science investments.

    The Engagement Manager will be a customer-facing role for leading our CS team, gathering and defining clear engagement requirements and success criteria, meeting date and financial targets, and building strong relationships both within Algorithmia and with our customers and partners. You will have the opportunity to work with a tremendous services, engineering, and sales team and wear many hats.

    What You'll Be Doing:

    • Responsible for delivery of professional services and development of new customer projects
    • Overseeing professional services management duties including project scoping, internal and customer communications, expectation setting, and reporting
    • Liaising closely with the Algorithmia sales, finance, legal and engineering teams to scope opportunities while assessing risks, questions, or concerns
    • Accountability for hitting milestone and delivery timelines in accordance with contract commitments
    • Demonstrating strong customer-facing communications skills such as meeting presentation (video/audio conferencing and in-person), customer advocacy, partner development, and relationship building
    • Utilizing strong organizational and analytical skills for managing a Professional Services Engagement from SOW acceptance through delivery and acceptance.
    • Excelling at consulting workflow including time and budget planning, business and legal negotiations, project oversight, and significant multi-tasking in a fast-paced environment with high-quality expectations
    • Leading highly distributed Customer Success team and partners, and flexible to work with global customers across many time zones
    • Innovating, presenting, mentoring, and documenting on PS engagement methodology and process 

    What You Bring Along:

    • Minimum of 5 years of leadership experience in relevant professional services, pre-sales, or software development functions
    • Excel at working directly with customers to gather, prioritize, plan and execute solutions to customer business requirements as it relates to technology
    • Ability to communicate effectively in the technology domain of devOps, AI/ML, or related technologies
    • Track record of success in professional services or related technology fields
    • Ability to travel up to 25% of the time, including internationally

    Bonus Points:

    • Bachelor or graduate degree in Business/Economics, Computer Science, or related discipline, or comparable certification and experience
    • Understanding of our technology space, including AWS, Azure, VMWare, Docker, Kubernetes, MySQL, and enterprise network configuration and security considerations
    • Experience working as a billable consultant or project manager is valuable for empathy and understanding
    • Deep familiarity or experience working in a large-scale enterprise IT organization. Understanding org. structures, policy and governance procedures typical to Fortune 100 companies

     

    Algorithmia is an equal opportunity employer and we value diversity at our core. We will never discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status and encourage everyone to apply.

  • Breeze Church Management (US only)
    2 weeks ago

    Who is Breeze? 

    We are a cloud-based software company making church software simple. We strive, with everything we do, to be the world’s easiest web-based church management software for small and mid-sized churches. Breeze is used by 6,000+ churches to organize people, track giving, manage events and more. 

    Our owner and founder resides in Grand Rapids, MI with a team of 34 servant-minded, Breeze enthusiasts working alongside him from 16+ states throughout the U.S.  Breeze Story 

    Breeze’s Core Values

    We try to embody these core values with every customer and peer interaction we have. 

    • Hustle | Your drive and tenacity to get things done is unstoppable. You struggle sleeping when projects are half-finished. You can’t focus on anything else when you haven’t completed a task. You’ll do whatever it takes to cross the finish line.

    • Resourceful | When you don’t know an answer, you know how to find it. When there’s not a solution, you make a solution. You have the creativity it takes to find a way to get the job done.

    • Social Savant | You’re great with people. You can empathize and connect with them on a relational level. Your emotional intelligence is spot on, allowing you to know exactly when to open your mouth and when to close it and simply open your ears.

    • Servant-Minded | Your focus is on making others successful.  You're not worried about who gets the credit. You're humble and able to admit and take responsibility when you drop the ball, learning from the experience to improve next time.

    Breeze’s Guiding Principles 

    These principles guide every business decision, structure change, and policy implementation… 

    • Global domination with the goal of serving every small to mid-sized church on the planet

    • Be a place that people love to work 

    • Longevity as the stable and guiding approach to strategy and long-term decision making

    Day-to-Day Work Life

    Your daily work is focused on creating an outspoken fan club for Breeze!

    • You will consult with customers, drawing on your experience, to help them determine if Breeze is the right fit for their church. Answering anything from pricing questions to providing sales demo presentations.

    • You will help Breeze customers learn and navigate the functionality of the software features. 

    • You will spend at least 80% of your scheduled shift on the phone, screen sharing or answering customer email. 

    • You will flip between multiple resources (apps, documentation, peers, testing, etc) to help customers find solutions to their end goals.

    • You will test the software to determine the source of customer issues. Identifying training needs, feature enhancement suggestions or software bugs.

    • You will make "how-to" video directions for customers. 

    • You will interact with an extremely social set of co-workers via slack - collaboration is strong around here and the pace is fast!

    • You will receive and provide weekly feedback during a 1:1 meeting with your team lead.

    Keys to Success

    • You are confident and highly relational.

    • Relationship building is important to you and comes naturally to you.

    • You are self-directed and committed to your job, answering calls and emails not just to get the job done but to truly help the church staff accomplish their goals.

    • You have great writing skills with the ability to deliver directions in a concise manner.

    • You are aware of how your performance affects the team and you pull your weight.

    • You are solid technically, not just in one software package but in all areas of internet technology, spreadsheets, database management, email, text, graphics, file types, file sharing, etc. 

    Ideal Team Member

    Personal Traits

    • We want to work with good people as much as you want to work with good people. You must embody the core values (listed above). Servant-minded, hustle, resourceful and social savant. 

    • With your hustle, you will stop at nothing to help co-works and customers get to their job done. 

    • As a social savant, you embrace the fun and the difficult as if everyone is your friend. 

    • Your servant-minded attitude is always looking at situations from other perspectives. You are willing to accept differences and feedback with the goal of growing as a team. 

    • You have natural resourcefulness to you that makes you willing to give anything a go. And, are able to use co-workers as a resource when needed.

    Required Experience/Skills

    • Fluent in both English and Spanish, in both writing and speaking

    • 3+ year(s) of customer support, training or ministry experience.

    • You have a superb knowledge of the web and the internet and how they work. This includes experience with browsers, browser settings, IP addresses, internet service providers, wi-fi and network connectivity. 

    • You can install and uninstall various software and know-how to walk someone less technical through the process. 

    • You have strong Excel skills and know-how to download, save and work with different file types. 

    • You have experience supporting others, on some level, with web-based software used in a professional environment. Basically, you've helped people navigate through technology in a competent way.

    Desired Experience 

    • Experience using Breeze or another church management system

    • Remote work experience

    Availability 

    • Part-time (25 hours per week within 3 days) or Full-time (40 hours a week). 

    • You must be available to work scheduled hours between Monday - Friday from 8am-6:30pm ET in a quiet and uninterrupted environment. This is a scheduled call center position. 

    • Available for a 1.5-hour company meeting every Thursday morning at 9:05am ET.

    Office Requirements

    • Reliable access to an appropriate work location where you can take phone and video calls, record high-quality video and audio without interruption, distraction or background noise.

    • Strong and stable broadband internet connection that can handle simultaneous Voice Over Internet Protocol (VOIP) calls, streaming video and comparable high-bandwidth applications (typically, 10 Mbps download/3 Mbps upload at a minimum.) 

    • System Requirements (Computers are provided to staff.) 

    Competitive wages and participation in a 401K plan are offered to both part and full-time team members. A full benefits package including medical and dental is offered for full-time team members.

    If you’ve applied for this position within the past 12 months, there’s no need to reapply – we already have your application.

  • 2 weeks ago

    Muck Rack is the leading software platform for public relations and communications executives. We are looking for an ambitious customer success strategist to join our fast-growing tech company in NYC. Our mission is to make journalists, PR pros and marketers more successful by providing them with the technology they need to find journalists to pitch, and monitor their brand on a day-to-day basis via our Muck Rack advanced service

    We are growing and hiring another Customer Success Strategist to help serve our customers from 11:30am - 8:00pm ET, Monday - Friday. As a Muck Rack team member, you’ll be representing our team, culture, and brand. You’ll be committed to our company values of customer devotion, ownership, transparency, and resilience.

    A little more about you:

    • You love and understand public relations and have and a successful background in customer success, support, or account management. 

    • You also have the ability to wear multiple hats, jump into projects where needed and hit the ground running while exhibiting good judgement and knowing when to ask questions.

    • You have a solid record of hitting metric-based goals by increasing adoption, retention, growing customer contract values, and decreasing churn.

    • You are comfortable leading onboarding and training sessions (including C-Suite executives)  and love to share new features, best practices, and cultivate broader usage of Muck Rack so our customers can utilize the platform to their fullest. 

    • You’re a listener. You are able to hear and understand clients’ strategic goals, then identify opportunities and scalable solutions to grow existing relationships in partnership with our Account Management team.

    • As a Customer Success Strategist, you will be the “go-to” person for our customer’s technical questions and strategy inquiries using in-app messaging software, a CRM tool, email, and/or phone. You’ll report directly to the Customer Success Director, Vanessa Hannay, and work closely with many of our internal departments.

    If all the above gets you excited and you’re ready to dive in, we’d love to hear from you! 

  • 2 weeks ago

    Doximity is transforming the healthcare industry. Our mission is to help doctors save time so they can provide better care for patients.

    We value diversity — in backgrounds and in experiences. Healthcare is a universal concern, and we need people from all backgrounds to help build the future of healthcare.

    Doximity Hospital Solutions, the platform that helps hospitals build their digital footprint, is seeking a Client Success Manager to join its growing team. 

    Client Success Managers are dedicated to helping our clients achieve success and advising on best practices for defining, implementing, and realizing hospital marketing needs and goals. You will become an expert in the Doximity product suite and will partner with internal teams to promote client retention. It will take a strong communicator to be successful in this role.

    Who You Are

    The healthcare industry is nothing new to you and you're ready to join our rapidly growing Hospital Solutions team. You've managed client accounts before and are comfortable owning your own client relationships with a lot of autonomy. You're ready to embrace a fast-paced, tech savvy, non-corporate environment. You manage multiple project and priorities simultaneously. Your coworkers describe you as detail-oriented, self-motivated, the ultimate problem solver with a “can-do” personality. 

    How you’ll make an impact:

    • Kickoff new hospital accounts, execute all aspects of hospital marketing campaigns on the platform
    • Share your expertise in hospital and healthcare marketing with our clients to drive their marketing campaigns
    • Responsible and accountable for the successful fulfillment and completion of all client contracts within original contract terms from program kickoff to renewal and expansion 
    • Strategically partner with sales team for assigned accounts to position for upsell and renewal opportunities
    • Produce client reports and work with sales partners to present results to clients
    • Assist in maintaining and improving internal documents and communication processes 

    What we’re looking for:

    • Prior experience in health care required
    • Prior experience working remotely required
    • Excellent written and verbal communication with amazing copywriting skills
    • Success working independently and being personally accountable for assigned client accounts
    • Highly organized, able to coordinate large amounts of information across multiple projects (and timezones!)
    • Enthusiasm to help grow our business and be an energetic team player

    Nice to have:

    • 2 – 5 years of work experience in client management preferred

    Remote Benefits & Perks

    • Comprehensive benefits including: medical, vision, dental, Life/ADD, 401k, and flex spending accounts
    • Pre-IPO stock incentives
    • 3+ weeks of PTO
    • 12 company holidays, including company shutdown last week of December
    • Team trips to fun places like Lake Tahoe, Sonoma, Seattle, and Park City
    • Sabbatical after 5 years

    In your cover letter tell us about your experience working with clients and your experience working remotely! 

    About Doximity

    We’re thrilled to be named the Fastest Growing Company in the Bay Area, and one of Fast Company’s Most Innovative Companies. Joining Doximity means being part of an incredibly talented and humble team. We work on amazing products that over 70% of US doctors (and over one million healthcare professionals) use to make their busy lives a little easier. We’re driven by the goal of improving inefficiencies in our $3.5 trillion U.S. healthcare system and love creating technology that has a real, meaningful impact on people’s lives. To learn more about our team, culture, and users, check out our careers pagecompany blog, and engineering blog. We’re growing fast, and there’s plenty of opportunity for you to make an impact—join us!

    Doximity is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

  • Snowplow Analytics (UTC +/- 2)
    2 weeks ago
    Located in London or remote up to UTC +/- 2

    Why join us?

    We want to do data right, and we are focused on the emerging new customer segment of the data team. We are on a mission to provide enterprise companies with the best data possible so that they can do strategic transformations using data. We deeply care about the quality, meaning, ownership and governance of data.
    We do this through our Snowplow intelligent data platform, our passionate people and simple processes. We want to enable customers to track any event data; ask any question of that data and use any tool you want to answer it with.

    It’s a hugely exciting time here at Snowplow. We are actively selling in 14 countries with over 150 customers, from startups up to major enterprises; Snowplow is growing fast, having recently closed its Series A fundraising with MMC Ventures.

    The opportunity

    To support us in significantly scaling up our customer base, we are now looking for a Head of Support to join our Customer Office, reporting into the VP Customer to manage and further build out the technical support function at Snowplow.

    As the Head of Support, you’ll fully own our best-in-class 24/7 support function, leading our cross-functional team of L1 to L3 support specialists. You’ll build on our reputation for high-quality, responsive and technically-sophisticated support as we rapidly scale up our business and reach further into the enterprise segment.

    We’re an ambitious, enthusiastic team and are looking for an experienced support leader who shares our belief that peerless customer support is a core engine room of any successful enterprise software vendor. 

    What you’ll be doing

    - Own and evolve our Support function and team, initially managing and coaching five line reports (our Support Engineers) with a remit to build the team out further.
    - Acquire and maintain a strong understanding of Snowplow’s product and the value it delivers to customers.
    - Manage support resources to maintain and extend service availability while achieving key support KPIs such as SLA/SLO targets and NPS.
    - Be accountable for the management, mentoring and career development of all support specificalists, conducting performance review and one to one meetings.
    - Lead the hiring process to acquire new support resources based on capacity analysis and support expansion plans globally.
    - Drive continuous service improvement initiatives (e.g. automation) to protect our gross margin without impacting QoS as we scale.
    - Review Red and Amber accounts status and the trend of incidents to analyse and identify root causes and go-green plans for major incidents and escalations.
    -Design an all-competencies training program for the Support function, taking ownership of the personal development of each support specialist.
    -Supervise and improve the allocation of support specialists to complex data workflow and technical infrastructure tasks (L2/L3) for our customers.
    - Work closely with Customer Success to create and maintain an enterprise-grade experience across all touch-points of the customer lifecycle.
    - Work closely with Product and Engineering teams to ensure alignment on priorities as well as ongoing communication and updates to active escalations.

    We’d love to hear from you if
    - The idea of working for a growing software startup excites you.
    - You have 2+ years of leading a cross-functional team of L1 to L3 support specialists delivering 24/7 support.
    - Comfortable working with globally distributed teams, ideally structured in a follow-the-sun model.
    - You have strong customer relationship skills, covering enterprise and corporate accounts, and commercial acumen.
    - You have detailed knowledge and understanding of Incident, Problem and Service Request management processes.
    - You are an excellent communicator who can build strong relationships with other internal stakeholders.
    - You have the ability to digest complex technical information quickly and formulate this into a comprehensive and succinct format.
    - Proactive solution oriented problem-solving skills and project management experience.
    - You are adaptable and don’t mind working in an ambiguous, ever-changing environment.
    - Bonus if you have ITIL and/or PMP certifications, but not a showstopper if you don’t

    What you’ll get in return
    - A competitive package based on experience, including share options 25 days of holiday a year (plus bank holidays)
    - MacBook or Dell XPS 13/15
    - Two fantastic company Away-Weeks in a different European city each year (last one was in Bratislava in November 2019)
    - Work alongside a supportive and talented team Grow and develop in a fast-moving, collaborative organisation 
    - Enjoy fun events in and around London organised by our Cultural Work Committee
    - Learn to code or improve your existing skills with our Software Development Guild 
    - Convenient location in central London (Liverpool Street)
    - Continuous supply of Pact coffee and healthy snacks

    Snowplow is dedicated to building and supporting a brilliant, diverse and hugely inclusive team. We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence.
  • We're looking for candidates for a Customer Support Engineer - someone to help guide customers through best-practices and general onboarding, as well as troubleshooting issues they may be having with LDAP/AD integration or other integrations, and other technical issues they may encounter.

    This role would be great for a junior or mid-level IT support pro who loves making customers happy and solving problems, but is also interested in potentially exploring other areas such as programming, AWS, security, or Linux systems administration. We're a small team, which means there's plenty of room to learn and grow.

    Primary Responsibilities:

    • Responding to customer helpdesk and support calls

    • Troubleshooting LDAP/Active Directory integration issues

    • Understanding where our product doesn't quite fit customer needs and helping us figure out how to change that

    Requirements:

    • At least two years of helpdesk support experience, preferably in an IT position.

    • LDAP/Active Directory experience

    • Some web server administration experience (Windows or Linux)

    • Great troubleshooting and communication skills

    • Great time-management skills - we don't micromanage here.

    • Empathy for your co-workers and customers

    Awesome to Have:

    • Experience with Powershell or bash scripting

    • Written/spoken fluency in languages other than English. We have customers all over the world, and sometimes Google Translate just doesn't cut it.

    • Experience with JAMF/Casper.

    • Experience with PHP, JavaScript or Python.

    • Experience with REST APIs.

    • Experience managing assets, particularly for schools or universities.

    Benefits:

    • Learning-focused: If there's something you want to learn more about, we have a training budget to help you get there.

    • Revenue sharing: When we have a great quarter, so do you!

    • Remote position: Work in your jammies if you'd like - the rest of us do!

    • Flexible hours: If 9 to 5 fits your life, great. If not, that's okay too.

    • Two-weeks vacation with a $3k vacation bonus so you can focus on enjoying your time off.

    Please note: We are not currently able to offer health insurance benefits. It is something we're actively working on.

  • Geckoboard (UTC -8 to UTC -6)
    3 weeks ago
    This role is for someone who can support our growing team during West Coast and Central, North American business hours (UTC -8 to UTC -6).

    Geckoboard is a growing product company on a mission — we’re transforming the way businesses work by making their most important data visible, understandable, and inspiring for teams. As one of our Customer Success Champions, you will be the helping hand that our users count on, combining your love of technology with your love of helping people. To your teammates you will be the pulse of our users, a customer expert, always ensuring their voices are heard.

    Our Customer Success team are spread across the globe, you'll be working primarily with those in Brazil and the US, and learn the ins and outs of Geckoboard. You will have a mastery of our product, helping users wherever they need it: email, forums, Twitter, Facebook, live chat, etc. using Zendesk and Intercom. 

    Through your conversations with our users, you’ll understand their needs and concerns, and be continually thinking proactively and anticipating their future questions. From guiding them on how to do something and good dashboard design, to making recommendations on what features to get the most out of Geckoboard for their teams. And, of course, you'll help keep our knowledge base up to date so that your insights can be shared with the rest of the team and our users. Your curious nature will find you investigating and working with QA and Product to prioritise and squash them (the bugs, not our customers)! 

    Most of all, as our Customer Success Champion you’ll relish in every opportunity to inspire, delight, and exceed our customer's expectations. So much so that they share their experience with others!

    You should apply if:

    • You love technology and love to learn! 
    • You thrive on helping others in a fast and friendly way. 
    • You enjoy diving into the details to solve tricky problems and are constantly looking at how you can solve the next problem before it happens.
    • You’re comfortable with HTML, Markdown and CSS and familiar with the concept of APIs.
    • You're also familiar with or would like to learn JavaScript and SQL. 
    • You’re empathetic and patient. You take time to understand a customers needs and know that patience and understanding are the most important ingredients in helping a customer with their concerns. Even the smartest people make mistakes.
    • You can express yourself succinctly in writing. 
    • You love a good GIF
    You may be in a similar role, in a big team for a large technology company, or maybe you’re part of a handful of support administrators in a startup. Perhaps you’re from a totally different environment, but what is consistent is your passion, commitment, pride and enthusiasm for supporting customer needs.

    Sounds like your cup of tea? We’d love to hear from you. 

    Before you apply:
    Make sure to sign up for a free Geckoboard account and create your own dashboard. This is your opportunity to shine and show off your technical skills. We’re particularly looking to see you include a dataset, push data using custom widgets or use a database and SQL (and will prioritise applications that demonstrate this). Note: you will need to include the sharing URL for the dashboard you create in your application.

    The Geckoboard Story

    Thousands of businesses use Geckoboard to build live TV Dashboards that focus teams on what matters. We take the complexity out of connecting data and make it simple for anyone to understand key metrics at a glance. We have pre-built integrations with 60+ tools including Google Analytics, Salesforce, Zendesk, Intercom and MailChimp and our customers include the likes of Slack and Skyscanner, Marketo and Hootsuite, to Happy Socks and New Scientist.

    Our growing team of 40+ is headquartered in London and span across eight time zones - from Mumbai to London, San Francisco to Hawaii and more. We're always looking for people with diverse backgrounds who bring unique perspectives and skills to join our team and in return we constantly strive to ensure that we offer the most encouraging, inclusive, and efficient environment possible.

    We don't just pay lip service to work-life balance, we actively and strongly encourage it. Flexible working hours and the ability to regularly work from home lets you work in a way that fits you and your family. We see our contractual obligation to offer 25 days of paid holiday as a minimum for everyone in the organisation, not a limit.

    We actively contribute to professional development, courses, conferences, and books. Our Engineering & Product team also have regular Innovation days, where everyone has complete freedom to work on anything that interests them, from contributing to open source, to learning a new skill, or improving our internal tools and processes.

    And, don’t take our word for it, see what the team say about the projects they work on: https://medium.com/geckoboard-under-the-hood and their experience of working with us on Glassdoor: https://www.glassdoor.co.uk/Reviews/Geckoboard-Reviews-E878996.htm. You can also read more about our values and benefits on our Careers page at https://www.geckoboard.com/careers/.
  • About Argent

    Join us as we reimagine the future of money and the internet. Our mission is to make them more open and fair, driving new economic opportunities and putting people in control of their digital lives.

    To start we've built the first crypto wallet with the simplicity and security of the best new bank apps - yet we never hold users’ assets. It takes the complexity out of Ethereum and is driven by our dedication to user experience.

    We launched in 2018 and have a world-class team with experience scaling mobile apps to tens of millions of users. Our eclectic backgrounds include PhDs in nuclear physics and quantum cryptography. We’re fortunate to be backed by the top VCs in Europe, including Index Ventures, Creandum and firstminute capital.

    Customer & Community Associate

    You'll play a crucial role in strengthening our relations with existing users while also helping us grow with new audiences.

    The role will involve:

    1. Customer support: You'll be the first point of contact for our users. Argent's a highly technical product and you'll have the knowledge and empathy to ensure they have a fantastic experience. You'll work closely with our team to prioritize and fix any issues while deepening our relationship with people.

    2. Community engagement: You'll help us build and engage our online and offline community, whether through events, social media, content and more. You'll be entrepreneurial and find innovative approaches that harness the community's enthusiasm.

    3. Operations: We're a rapidly growing startup and you'll gain exposure across the business, helping ensure we perform to our potential.

    In doing this you'll be an important driver of our long term success.

    Requirements

    • An entrepreneurial approach that gets things done while always looking for ways to strengthen the business
    • Ability to communicate complex technical issues into clear written & spoken English
    • Enthusiasm for Argent's mission
    • Empathetic problem solving
    • Customer support and community experience highly desirable
    • Extensive experience with social media

    Benefits of working at Argent

    • Work remotely - anywhere in Europe (but Europe only). No commute. Lots of flexibility. Plenty of time to care for your kids or cats.
    • Autonomy - you decide how to achieve your best work.
    • Trips across Europe - for one week every three months we collaborate in person, explore new solutions and have fun. So far we’ve stayed in Nice, Toulouse, Brussels, Lisbon and Barcelona.
    • Equity in a high growth startup backed by the investors of Spotify and Slack.
    • Equipment - pick the tech setup of your choice.
    • Build a new industry - help define the future of the web.

    Equal opportunities

    At the heart of what we do is making crypto accessible to everyone. We want the team itself to reflect that diversity so we’d strongly encourage applications from underrepresented demographics.

  • 3 weeks ago

    PriceSpider is a retail technology company filled with talented people relentlessly driven to revolutionize the online shopping experience. We are the fastest growing Brand Integrity, Where-to-Buy and data services innovator, providing unmatched insights into online consumer purchasing behaviors around the globe. Our technology helps manufacturers, marketers, and retailers radically improve their marketing impact, retail sales, and revenues. Our clients use PriceSpider’s proprietary technology to crawl the web and power their tools to reveal the secrets of exactly what people buy—as well as where, when, and how. We continue to push the boundaries of our technology to create amazing user experiences for both our clients and their consumers. Today PriceSpider is helping over 1,500 brands around the globe. 

    PriceSpider is across from the Irvine Spectrum with sweeping 10th floor views to inspire creativity. We promote a high-energy, collaborative work environment with open doors, a game room and free meals and snacks. We offer a competitive compensation package and our company growth has created a promising environment for career advancement and rewarding challenges. It is the ideal time to join the PriceSpider team due to our strong established product line and emerging new innovations perfectly positioned with the digital awakening of the broader online market.

    Position Summary

    We are looking for an experienced Senior Customer Success Manager to partner with our customers. Reporting to the Director of Customer Success, you will be the main day-to-day point of contact for your book of business. You will own the client relationship and be charged with maintaining and growing revenue from your customer set while delivering a high-level of customer satisfaction. Ideally, we are looking for an outstanding relationship-builder with a strong customer success mindset, a combination of technical and sales aptitude, collaborative by nature and comfortable being hands-on in the trenches. This is an entrepreneurial, high-growth atmosphere and we’re looking for candidates that thrive in that environment.

    Primary Responsibilities 

    • Own a book of business where you are responsible for managing the full customer. lifecycle including onboarding, adoption, expansion selling and renewals.
    • Execute at a high level to achieve goals around retention, growth and customer satisfaction.
    • Manage customer retention and retention initiatives.
    • Partner with the net new sales team and other internal teams to deploy new customers and become trusted advisors to existing customers.
    • Become a subject matter expert in e-Commerce and across our product suite.
    • Provide your customers with valuable insights to help them achieve their business objectives including pulling reports, analyzing data, and understanding what it means and why it matters to your customers.
    • Develop success plans and drive quarterly business reviews at the executive level.
    • Develop cross-functional relationships at the user and executive level across multiple internal teams and brands.

    Key Qualifications

    • Bachelor’s Degree or equivalent experience.
    • 5+ years’ experience in high volume Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.
    • Demonstrated ability to manage and grow a large book of business and share best practices with team of account managers.
    • Experience working with major retailers (Amazon, Best Buy, Home Depot, Kroger, Target, Walgreens, Walmart, etc.) is a plus.
    • Ability to multi-task, set and adjust priorities is critical; as a Client Success Manager you will always have more work than what can be completed in one day.
    • Previous experience being compensated on sales/revenue and retention goals.

    Location & Travel

    We are hiring for this position in our Irvine, CA office or remotely. Limited to moderate travel is expected for onsite client visits (approximately 10-20% of the time). 

    PriceSpider is an equal opportunity employer that is committed to inclusion and diversity.

  • About Qualified

    Qualified is the most effective platform for assessing engineers, in both workforce and education. Qualified enables companies to find the best engineers through merit-based hiring, by focusing on real-world performance instead of resumes and pedigree. The platform empowers recruiters to make accurate decisions, while cutting hundreds of hours of wasted engineering time by employing automated code assessments and collaborative coding interviews.We hire great, trustworthy people so that we can optimize for a free and flexible culture: flexible hours, unlimited vacation, remote work options, and working on stuff you’re excited about. Turns out, when you’ve got a dedicated team that takes pride in their work, you don’t have to worry about how much time they’re spending in the office!

    Qualified's Success

    We sell a SaaS platform to companies for assessing potential candidates, and educational organizations for testing students. Our clients run from startups to enterprises, and include Apple, Canon, General Electric, Andela, and Domino's. We're backed by great investors including Social Capital Partners, Cornerstone OnDemand (Nasdaq: CSOD), Dr. Richard Ferguson (Former CEO of the ACT), and Brian Lee (founder of Legalzoom and Honest Company).

    Recently featured in Forbes and Inc:

    https://www.inc.com/andrew-medal/top-4-ways-companies-can-recruit-better-technical-talent.htmlhttps://www.inc.com/andrew-medal/top-4-ways-companies-can-recruit-better-technical-talent.html

    About the position:

    As a Customer Support Specialist, you will be part of an overall team devoted to making sure our customers get the most out of using the Qualified platform. Your work will be important to maintaining our position as a customer-centric company. This means fast and accurate response times, great communication, and empathy. You’ll be working with and reporting to the Head of Partnerships.

    Key Responsibilities:

    * Ensure adequate support coverage by monitoring live chat and email for inbound messages from users and leads
    * Communicate with users to understand their issues and troubleshoot them in a timely manner
    * Work with the technical support team to escalate technical issues and potential bugs
    * Route incoming leads to our sales team

    Qualifications:

    * Excellent communication and writing skills. Fluency in English, both written and verbal, is required
    * Good attitude, empathy, and a genuine desire to help customers
    * Flexibility to work non-standard business hours on a set schedule
    * Stable high-speed internet connection
    * Experience in the HRTech, EduTech, or SaaS industries preferred.

    Compensation:

    * Competitive salary (we don't use remote as an excuse to pay less)

    * Great healthcare

    * Unlimited vacation policy (Really! We want you to take vacation time when needed so that you can relax, recharge, and come back in with a fresh outlook!)

    * Annual Team Retreat to an awesome place

  • 3 weeks ago

    About the Role

    The Customer Success Manager will play an important role in helping our customers transform the way they assess security risk. The SecurityScorecard Customer Success team not only manages relationships and delights customers — they also understand our customers’ organizational goals and unique challenges to help them optimize our platform to support and improve their entire process and security program.

    In this role, you'll own and manage customer relationships, ensuring customer happiness and communicating the value of our product to drive deeper, more robust engagement. You will apply your understanding of cybersecurity and of our products, services, and best practices to proactively provide support and guidance to our customers. 

    Key Responsibilities

    • Design success for our customers from the beginning. From implementation through renewal, you will guide your customer down the path of success every step of the way.
    • Advocate for and be the voice of your customer
    • Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity industry as a whole.
    • Lead strategic conversations with customers to align out platform as a solution to their business challenges and goals with the intent to renew and expand the engagement.

    Experience and Skills

    • Knowledge of the tenets of Vendor Risk Management programs; cybersecurity domain experience
    • Minimum Bachelor's degree
    • 3+ years of experience as supporting B2B customers in a SaaS organization as a customer success manager, technical account manager or similar role
    • 5+ years total professional experience
    • Experience navigating enterprise organizations
    • Demonstrated success developing strong customer relationships
    • Proven success up-selling / cross-selling opportunities

    Traits

    • Customer empathy
    • Technical aptitude
    • Consultative; ability and desire to drive value for customers based on unique needs
    • Collaborative; partner across functions
    • Intellectually curious; driven to expand cybersecurity domain and professional expertise
    • Responsive
    • Metrics driven; ability to translate customer needs into achievable goals and operate well in a data driven environment

    Why SecurityScorecard

    At SecurityScorecard, we are revolutionizing the cybersecurity industry with our platform, data, and insights. We’ve built a new category of enterprise software, which enables companies to rate and understand the security risk of any company. Our customers span a variety of sectors and use cases, including compliance, cyber insurance, and vendor risk management. We are proud to be backed by Sequoia, Google Ventures, and Moody's.

    SecurityScorecard is growing tremendously, and we're looking for people who can contribute to the next phase in our company's development. What makes a successful Scorecarder? Your skills are of course key, but your attitude is equally important. As a Scorecarder, you will commit to working and having fun in a way that exemplifies our S(CORE) values.

    As individuals and as a community, we are Solutions Focused, Customer Centric, and operate as One Team. We are Resilient and Embody #SecurityDNA to practice what we preach.

    If these values resonate, we'd love to hear from you!

    SecurityScorecard embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skillsets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

  • Responsibilities

    • Experience managing an inbound request queue and assisting prospects and customers with online chat, email, and phone correspondence.
    • Familiarity with the needs of software development and IT operations teams.
    • Basic understanding of application lifecycle management including the technology commonly used in application lifecycle management.
    • Basic understanding of DevOps practices, including the cultural shift it represents and the benefits to building and shipping software upon adopting those practices.
    • Experience in a role that puts customer needs above all else.
    • Product demo experience.
    • Working knowledge of software development methodologies such as Waterfall, Agile, and Conversational Development.
    • Comfortable with frequent client phone calls to explain hard-to-understand concepts and deployment options.

    Requirements

    • Excellent spoken and written English
    • You are obsessed with making customers happy. You know that the slightest trouble in getting started with a product can ruin customer happiness.
    • Affinity with software and the software development process
    • Passionate about technology and learning more about GitLab
    • 3+ years experience in sales, marketing, or customer service
    • Experience with CRM and email automation software is highly preferred
    • An understanding of B2B software, Open Source software, and the developer product space is preferred
    • Is your college degree in French foreign politics with a minor in interpretive dance but you’ve been hacking together websites since you were 12? Perfect. We understand that your college degree isn’t the only thing that prepares you as a potential job candidate.
    • Be ready to learn how to use GitLab and Git
    • Start part-time or full-time depending on situation
    • You share our values, and work in accordance with those values

    Compensation

    To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

     

    Additional details about our process can be found on our hiring page.

    Remote-Central
  • 4 weeks ago
    Rainforest QA is an on-demand QA solution. It’s our mission to enable development teams to deliver bug-free software while moving at the speed of continuous delivery. Our headquarters are in the heart of San Francisco’s financial district but we are truly a global team, allowing us to bring together the best and most diverse talent. Our commitment to the distributed team model and to our company values has earned us multiple culture and workplace awards and helped us build a diverse team of individuals working toward the same goal: change the way QA is done.

    Account Manager
    As an AM at Rainforest QA you'll be responsible for contract renewals and supporting the growth of the business! You'll partner with CSMs towards seamless adoption and continued usage of Rainforest. Read more about the role and requirements below. This role will be either based in San Francisco or remote within the US.



    What you’ll do

    • Partner with the Sales and Customer Success Teams to further grow accounts with new products, increasing volume, and / or expanding within the organization
    • Partner on a renewal book of business: Identify expansion opportunities with prospects and current customers that will help them drive success throughout their organization
    • Create processes: Determine the land and expand process within our current structures, set criteria for success of a pilot with the Sales and Customer Success Teams
    • Gather business and technical needs of customers and drive solutions forward
    • Become an expert in all areas of the product
    • Partner with Product and Engineering Teams and act as the internal voice of key customer in product development
    • Own the creation of contracts and full procurement cycle with clients


    What we’re looking for

    • 3+ years proven experience owning strategic expansion relationships at tech companies; experience with technical buyers is a plus
    • Someone who regularly exceeds goals while delivering value to customers
    • Startup mindset: ability to adapt to rapidly evolving business, products, and processes 
    • Willingness to get involved in all parts of the business - we're a small start-up after all!
    • Relationship builder: a true people-person who enjoys building rapport with senior engineering leaders
    • Problem solver: a strategic thinker who is self motivated, great at self-managing, and connects the dots
    • Challenger mindset: have the ability to teach, tailor, and take control in commercial situations


    How we'll reward you

    • Competitive compensation and stock options
    • 100% Medical, dental, and vision insurance covered (75% for dependents)
    • Voluntary 401k program
    • Weekly lunch stipend
    • Subsidized commuter benefits
    • Unlimited Vacation
    • 3x/year company offsites to bond with the entire company and explore exciting destinations around the world (last 3 off-sites: Okinawa, Budapest, Kuala Lumpur)
    OUR COMMITMENT TO DIVERSITY AND INCLUSION

    At Rainforest QA we believe that diverse teams improve our business. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • We’re on the search for a Customer Onboarding Specialist with proven experience building relationships and advising clients. As the first point of contact for new users and leads, you’ll help new and prospective clients fall in love with SimpleTexting. The business texting journey is exciting, and you’ll be the trusty guide for those who embark upon it. Prior client-facing experience at a B2B company is a must. Bonus points if you have a background in sales!

    About Us

    SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.

    Responsibilities

    • It’s up to you to help users adopt our product as quickly, effectively, and enjoyably as possible. No small task, but a huge opportunity.

    • Lead live coaching sessions and presentations to train clients in the use of our platform as well as answer questions via phone, email, and live chat

    • Develop new business through proactive efforts and by managing new leads from visitor to trial sign-up to paid plan

    • Consult with clients’ who showed interest in our trial plan and guide them to implementing SimpleTexting as a solution for their SMS needs

    • Find out the needs of new sign-ups and demonstrate how SimpleTexting can help them succeed

    • Learn the ins-and-outs of everything SimpleTexting. Before you can help others, you need to become a pro.

    This Role Is For You If

    • You’ve helped manage accounts at a business or technology company

    • You love to think outside the box and come up with proactive, creative solutions

    • You have no problem fielding advanced product and technical questions

    • You’re confident, articulate, and sensitive to the needs of others

    • You know how to listen and are a pro at presenting, too

    • You enjoy juggling multiple tasks at once in a fast-paced environment

    Qualifications

    Minimum qualifications:

    • At least 2 years of experience working with customers

    • Familiarity with chat and CRM platforms

    • Healthy customer obsession and focus on delivering exceptional client experience

    • English is your primary language. Secondary languages are a plus.

    • Ability to learn new software platforms quickly

    • Self-starter, positive attitude

    • Highly organized. You can manage and prioritize several different projects.

    Bonus points:

    • Bachelor’s degree, preferably in a related field of study

    • 2+ years in customer onboarding / support / sales role

    • Experience conducting product demos using software such as Zoom or UberConference

    Location

    • Remote

    If you’re in Miami, you’re welcome to join us at the office!

    Compensation and Benefits

    • Compensation commensurate with your proven abilities

    • Unlimited flexible time off policy

    • Remote

    How to Apply

    Follow this link to apply: http://bit.ly/2MxYhm9

  • Overview

    With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge we're processing tens of millions of dollars in sales every week. Our mission ‘making repeat orders easier for everyone' began four years ago as a bootstrapped startup and today we're at the forefront of recurring billing software with over 100 remote-first employees around the globe.

    We’re looking for an Operational Director of Customer Support to join our leadership team and help us scale and develop Customer Support at ReCharge. This is a brand new role which we’re adding to our existing leadership team. As the Operational Director of Customer Support, you’ll be responsible for building out and optimizing new processes and systems, coaching and developing your team, anticipating business needs, and implementing change in a fast growing company.

    What You'll Do

    • Live by and champion our values: #ownership, #empathy, #simple-solutions.
    • You will help build and drive results at ReCharge by leading the operations of the Customer Support team.
    • You will help implement new programs and service offerings.
    • You will forecast and own capacity planning of your team.
    • You will support the career development of your team.
    • You will ensure a timely and consistent customer experience.
    • You will support the scaling of a multi-channel, international support team.

    What You'll Bring

    • 2-5 years senior leadership experience at a SaaS company.
    • You are a leader - you are able to provide daily coaching and feedback on operational performance metrics.
    • You have a proven track record of aligning staff, processes, and systems to drive customer loyalty.  
    • You are results focused - you are able to drive team goals to align with company goals.
    • You are comfortable providing support services to enterprise level companies and start-ups.
    • You strive for constant progress - you provide continual evaluation of processes and procedures.
    • You care about people - you’re passionate about setting your team up for success, supporting employee relations issues, and making sure they have the resources they need to do their best work. 
    • You have experience with most of the following areas: Capacity/workforce planning, disciplinary/corrective actions, change management, employee career development, training and development, and performance feedback and coaching. 
    • You believe in what we’re doing and you’re excited to help ReCharge scale globally.

     ReCharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. ReCharge Payments prohibits any form of workplace harassment. 

  • About Us:

    Airbase is the first all-in-one spend management platform that provides companies unparalleled control and visibility into every dollar spent. Finance teams deserve a solution that eliminates the tedious work involved in managing spend and allows them to focus on being strategic partners to the rest of the business. We do that by replacing the multiple systems typically used to manage spend with a single platform that handles every workflow including expense approvals and payments (physical cards, virtual cards, ACH, check), while also automating away the bulk of spend-related accounting. Learn more about why innovative companies like Gusto, Segment, Doximity, Getaround, Netlify, and more trust Airbase at www.airbase.com

    About the Job:

    We're looking for someone who will be the point-of-contact of Airbase customers for questions and issues raised through phone and online. Experience with performing phone and online response, troubleshooting, and resolution is required.


    Responsibilities

    • Provide phone and online support to Airbase customers
    • Gather detailed information on the question/issue raised to determine how to best provide assistance to the customer.
    • Troubleshoot the issue raised to determine if this is a bug, defect, enhancement, etc.
    • Work with Customer Success, Product, and Engineering departments to ensure fast turnaround and provide quality service to Airbase customers.

    Skills/Experience Required

    • Confident and can effectively communicate both in oral and written English
    • At least three (3) years experience in providing phone and online customer support
    • Has knowledge and experience in Procure to Pay and General Ledger processes
    • Has knowledge and experience in ERP and accounting software packages
    • Excellent customer orientation skills
    • Excellent problem solving, critical thinking, and analytical skills
    • Self-sufficient and self-driven

    Nice to Haves

    • Holds a degree in Accounting
    • Has prior work experience in an accounting and finance capacity
    • Knowledge and experience in NetSuite is an advantage
    • Knowledge and experience in using Salesforce, Zendesk, or any other customer support management tool is a plus
    We offer competitive cash compensation. We're a remote team and are happy to work with candidates from anywhere in the world.
  • 1 month ago
    At Slab, we build beautiful software for teams. We believe that a team's ability to store and organize information ultimately defines their ability to execute. Slab is like a knowledge base or wiki, but reimagined to be fast, intuitive, and powerful. We think of it as a long-term memory for teams.

    We are a small team of experienced developers and designers on a mission to make work easier. Slab's approach to work is inspired by companies that have a big impact while staying relatively small. We embrace remote and flexible work arrangements.

    We are looking for a seasoned Customer Support Representative to provide world-class support to our customers. Our ideal hire is motivated by what we’re doing as a company, knows what it takes to deliver great customer support, and is eager to help us make Slab the best product for our customers.

    About The Role

    You’ll spend much of your day emailing and chatting with potential and current customers via Intercom. You’ll also write a whole lot of help and learning documentation, hop on impromptu phone calls, proactively email customers to check-in, run product demos, and record onboarding videos. Along the way, you’ll troubleshoot bugs, document feature requests, and work closely with product, design, and engineering to help elevate the voice of the customer at Slab. We’ll give you plenty of support to simply do what’s right for our customers, no questions asked. This position is full-time with a preference for someone based in San Francisco. But we are also open to remote for someone based in the Americas!

    About You

    • You’re an incredible written communicator. You're good at making complex situations easy to understand using clear and simple writing. As a remote team, your communication skills are critical to your success.
    • You are more technical than the typical support professional, but it could be in a number of different ways. Maybe you can code, or maybe you are excellent at QA, or maybe you're really good at solving tricky problems. 
    • You are as confident over the phone as you are over email. You're someone who will be comfortable speaking ad-lib about how Slab works to a range of audiences.
    • You love to support people and you have experience working in support or success. You are excited to continue to build your career in support.
    • For the most part, you'll be managing yourself. You’re someone who thrives working autonomously and don’t need much (if any) oversight to get things done.
    • You’re eager to take on challenges. When you don’t know something, you embrace the chance to grow and get better.
    • You’re patient, an active listener, and you’re naturally curious with a strong desire to learn. You’re a problem solver who goes out of their way to help people.

    Compensation and Benefits

    • We're offering between $70,000-$90,000 for this role, depending on experience.
    • Medical, dental, and vision insurance
    • 7-year option exercise window
    • $5k desk setup of your choice
    • Flexible work arrangements
    Slab is an equal opportunity employer. We welcome people of diverse backgrounds, experiences, and perspectives.
  • Job Posting Closes January 17th, 2020

    Hablas español ? Estamos buscando Gurús para ayudar a nuestra creciente comunidad de comerciantes españoles :). Pasará su tiempo respondiendo correos electrónicos, llamadas telefónicas y chats web en español a nuestros comerciantes españoles y, en ocasiones, también en inglés. ¿Tener interés? ¡Sigue leyendo para aprender mas!

    The work of a Customer Success Representative (whom we call Gurus) is incredibly rewarding and equally challenging. Our merchants have amazing stories filled with highs and lows, frustrations, and triumphs. It is in these moments and many in between that you would make an impact.

    As a Guru, you’ll work remotely from the comfort of your home while working within a dynamic, diverse and supportive environment. You won’t always know the answers to the questions you’re being asked, so your ability to be resourceful is key! We believe in human-centred, high-quality customer experiences. Using chats, phone calls and emails, you’ll be there to listen, teach, problem solve and explore growth opportunities with both Enterprise and SME Shopify merchants both in Spanish and English. As part of that growth, you’ll be there to connect merchants with potential new features or plans to ensure they get the most out of the Shopify platform. 

    If you’re up for the challenge and enjoy working in a high-pressure environment, we encourage you to apply and take part in a hiring process that will allow you to meet folks at Shopify and get a taste for what the job entails. We aim to provide you with as much information about the role early in the process so that you know what to expect throughout, and in your first few months.

    Following 4 weeks of training, you will begin responding to our merchants on live channels as part of a small squad, who is there to support you. All gurus work a combination of weekdays, weekends and holidays in a full-time capacity. 

    We believe in supportive teams, an inclusive work environment and providing growth opportunities within your role. We also work remotely - which means you get to be part of a fast-growing global tech company from the comfort of your home.

    Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined below, we want to hear from you! 

    Responsibilities:

    • Adhering to a daily schedule.
    • Ensuring merchants have a quick response time by staying on top of your assigned tickets, with same-day ticket review.
    • Acting as a business coach and thinking about the merchant’s business holistically when offering solutions. 
    • Completing essential follow-up documentation after each interaction.
    • Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
    • Offer needs-based solutions, not pushy sales.
    • Advocating for merchants and the Shopify platform by communicating with stakeholders. 
    • Owning your own development through reflection, reviewing past interactions and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.

    Requirements for the role:

    • Live and have legal authorization to work in Ontario, Canada.
    • Be fluent in both Spanish and English.
    • Have appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
    • Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
    • Thrive in a fast-paced, high-volume environment.
    • Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
    • Be proficient with technology.
    • Have strong reading, writing and communication skills.
    • Willingness to learn all about entrepreneurship, care deeply about people support and enjoy having genuine human conversations.
    • Possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism. 
    • Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
    • Ensure privacy and security practices are followed at all times for both merchants and Shopify.

    Bonus experience:

    • A background or interest in business, marketing, retail, or sales.
    • Ran or had exposure to running a business or being an entrepreneur.
    • Call-centre, customer service, and/or retail experience.
    At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

    Additional Notes:
    Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
  • Rainforest QA is an on-demand QA solution. It’s our mission to enable development teams to deliver bug-free software while moving at the speed of continuous delivery. Headquartered in the heart of San Francisco’s financial district, we are a remote first company allowing us to bring together the best and most diverse talent. Our commitment to the distributed team model and to our company values has earned us multiple culture and workplace awards and helped us build a diverse team of individuals working toward the same goal: change the way QA is done.

    Customer Success Manager
    As a CSM at Rainforest QA you'll play an integral role in our success by growing accounts and building long-term relationships that result in thriving businesses and happy teams! You'll help steer customers towards seamless implementation, usage, and adoption of Rainforest. Read more about the role and requirements below.

    What you’ll do

    • Own a book of accounts and drive annual renewal and upsell opportunities
    • Act as the trusted advisor to product and development teams looking to ensure quality software delivery to their customers
    • Build value-based relationships with customers ensuring alignment on key goals, from executive sponsor to individual contributor
    • Provide coaching and training to improve adoption and usage of Rainforest within the customer organization
    • Identify successful customers and turn them into advocates and promoters as measured by referrals, NPS scores, and participation in case studies, webinars and blogs
    • Bring insightful product feedback and recommendations from customers back to the Product Team

    What we’re looking for

    • 3+ years as a Customer Success Manager within a fast-growing SaaS technology company or 3+ years consulting experience or a direct client facing project management role
    • Desire to work with a customer facing role and interact with customers at multiple levels
    • Experience working with Product, Development, Engineering, or QA organizations
    • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
    • Track record of deploying a consultative and solution-oriented approach for customers
    • Strong listening skills; someone who really hears what the customer needs even if it means having to dig a level (or a few) deeper
    • Experience working closely with C-level executives within customer organizations

    How we'll reward you

    • Competitive compensation and stock options
    • 100% Medical, dental, and vision insurance covered (75% for dependents)
    • Voluntary 401k program
    • Weekly lunch stipend
    • Subsidized commuter benefits
    • Unlimited Vacation
    • 3x/year company offsites to bond with the entire company and explore exciting destinations around the world
    OUR COMMITMENT TO DIVERSITY AND INCLUSION
    At Rainforest QA we believe that diverse teams improve our business. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • Sketch (San Francisco Bay Area)
    1 month ago
    Do you want to be part of a team that helps >1 million designers create amazing products everyday? We're looking for a full-time Customer Success Manager to join us at Sketch.

    In this position, you will serve as one of our first customer-facing, non-Support-specific roles. As such, we need someone who is proactive and excited to be the “face of Sketch” to customers. Your role will involve enabling customers, collecting feedback and evangelising the Sketch Platform. The goal is not to sell but rather to build relationships, drive enduring adoption and help customers succeed.

    We are committed to empowering designers to create their best work, and we are passionate in our belief that Sketch is a powerful way to do this. With your help, more customers will succeed more quickly and build their best products on our design platform.
    Our team works remotely and communicates mostly using text, so you will need to have excellent communication skills and written English. You will also need to be highly self-motivated.

    While this is a remote position, US San Francisco Bay Area home location is preferred and travel should be expected for certain in-person customer meetings.

    In this role, you will be an ambassador of design excellence using Sketch. You will:

    • Proactively reach out to key customers to help their design teams create their best work and design better through collaboration, by driving successful adoption of Sketch
    • For companies moving to Sketch Cloud and Sketch for Teams, help enable a smooth adoption experience — point to existing enablement resources, arrange support calls or executive briefings as needed, and be a generally-available helping hand
    • Deliver actionable and candid feedback from customers to our design and development teams so as to best facilitate ideas and drive innovation for future product enhancement and development
    • Reinforce communications relating to new features, specifically by demonstrating-on-demand if requested / when useful
    • Efficiently manage a high volume of outbound communications
    • Accurately enter, update, and maintain daily activity information in our company shared workspace
    • Monitor license and subscription entitlements in key accounts, and proactively drive successful renewals and expansions.

    Requirements

    • You must be passionate about great design
    • You must be a passionate advocate for and an experienced user of Sketch
    • Ability to work remotely as part of a close-knit team
    • Stellar written and verbal communication skills.
    • A deep sense of empathy, and a commitment to integrity
    • Experience working directly with customers, in a support or account management role, is strongly preferred.
    • Previous startup experience
    • A self-starter who can diagnose inefficiencies and optimize processes to maximize results.

    Even if you're not able to tick all of these boxes, we would still love to hear from you.
  • Description

    Canonical and Ubuntu are at the forefront of cloud and IoT computing, helping customers master the challenge of operations on hybrid cloud, bare metal, and container-based systems. Most of our team's solutions are based on OpenStack, Kubernetes, and Ubuntu; therefore the ideal candidate has interest or experience with one or more of these. If you have experience or are willing to learn about LXD, Snaps, MAAS, Juju and Ubuntu, this team is the best starting point.

    A Dedicated Support Engineer must be a self-motivating and self-managing person who can learn complex technologies quickly. You will be embedded within the customer team and be accountable for providing an outstanding technical support experience to our customer.

    Each day you will have to make judgment calls regarding your ticket queue, prioritising it to maximise your effectiveness while setting aside time to learn about our new products and technologies.

    If working with some of the smartest people in the industry sounds appealing, and if you like to dig into the code, Canonical might be the place you are looking for! 

    Job Role:

    • You are the front lines of architecture, development, coding, operations, cloud health and the customer’s experience with Canonical Support
    • TCP/IP networking, libvirt/KVM virtualization and core Linux operating system skills are a must-have in the course of discussing detailed architecture, guiding customers to successful infrastructure operations. 
    • Direct/Concise line of communication with customer stakeholders and teams inside of Canonical
    • Technically assist with change requests
    • Delivery management (SOW, change requests, software engineering/building features from scratch)
    • You will also participate in various training sessions, team gatherings and company events

    Requirements:

    • BA/BS degree in Computer Science or a related technical field
    • Development experience
    • Demonstrable experience in at least one of the following programming languages - C, Python or Go and contribution to open source projects in the cloud or devices area
    • Excellent communication skills and presentability
    • High motivation, ability to multi-task and follow-up reliably on commitments
    • Interest in customer-facing engagement, including demonstrating and understanding customer environment and needs
    • Ability to travel globally for periods up to two weeks; overall 20% travel time
  • Intro

    We are looking for someone to join our team to help us manage customer success for our clients.

    Since we are a LegalTech company this position revolves around the intersection of customer communications, legal drafting and supporting technical setups.

    Don’t worry, you’ll be trained on the job! Just make sure you have the skills listed under ‘About You’.

    We are accepting applications for the next two months and we fill the open position as soon as we’ve found the right candidate.

    About the Position

    Customer Success Manager (LegalTech)

    The position is very dynamic and multi-sided. These are the most important aspects you’ll be working on:

    Customer Service

    You’ll be receiving requests from users and leads, asking questions about the services we offer and how to manage their Codekeeper account. Since we operate a full service model, you’ll be making sure their requests are handled quickly and correctly.

    Legal Drafting

    As part of our service customers will sometimes need interpreting of their requirements and drafting of the legal language to fit those requirements. You’ll be preparing the required documents, which will then be checked by your manager before it is shared with the client.

    Tech Setup Support

    Customers will also be required to set up connections between their source code management platform. You will support them in this process and make sure everything is administered correctly on our side.

    Sales Support

    Since in our view customer success starts from the very first contact, you’ll also be working with leads who have questions, guiding them about our service. This is done via email and website chat.

    About Codekeeper

    Codekeeper is a LegalTech company that provides security related services to companies to protect their source code in different ways, including source code escrow and verification.

    We have our HQ in The Hague in The Netherlands and have customers in most countries around the world.

    We have an open ‘startup-like’ mentality and work inside a larger group of hi-tech web companies.

    What else can you expect from us?

    • Enthusiastic and fun colleagues

    • Startup mentality and possibilities

    • Friday afternoon drinks and/or parties

    About You

    We are looking for someone who is ready for this challenge, but since it’s so specific we don’t expect you to have a lot of legal or technical experience. Any experience in those fields is a nice add-on but not a requirement.

    We are looking for someone with an analytical mind, an eye for detail and getting things done work spirit.

    You can expect a mindful onboarding process with ramp-up and time to learn. You can expect a team that listens, and to be heard. You can expect to give and provide direct feedback. You can expect to be counted on. You can expect to do your best work and build a career here.

    We build our apps, our teams, and our company for the long haul, with a strong eye to other teams’ effectiveness & happiness, from design to support and operations. A healthy, resilient app starts with a healthy, resilient organization.

    Skills

    • Your communication skills in written English comparable to native speakers

    • Your command of modern web tools like Google Docs and comparable systems is great

    • You are highly organized and can’t stand it when things are not

    • You are comfortable to adapt and multitask in a fast-paced environment

    Experience

    • You may have experience in a customer success or similar role

    • You may have experience in working with people from a broad range of companies in different sizes and from different industries

    How to apply

    Please send an application that speaks directly to how you would like to fill this position. There are no right answers or expectations. Show us your role in Codekeeper’s future and our role in yours. Address some of the work we do. Introduce yourself as a colleague. Feel free to respond in either Dutch or English.

    Startupz.com is a startup studio that develops new products and services and then scales them into companies.

    Check out our projects to get an idea of what we like to work on. Codekeeper has also been born and raised by Startupz.

  • 1 month ago

    🚀 Who are we?

    Grip is the world’s leading AI-powered event networking solution based in London, UK. We empower professionals with quality business interactions at events across the globe.

    At its core, our proprietary technology drives intelligent recommendations through Grip’s self-learning matchmaking engine. As a multi-award-winning global leader in AI-powered tech, we pride ourselves in being real innovators in professional matchmaking.

    We work with the biggest and most exciting event organizers in the world, such as UBM, ITE, Reed Exhibitions, Amazon, ING Bank, The Guardian and many others. We operate in 30+ countries, AI-power 500+ events and hold several awards for our technology.

    Our backers are well-known investor heavyweights, such as Brent Hoberman (CEO and Founder at Lastminute.com, Made.com, Founders Factory), Arnaud Massenet (Co-Founder at Net-a-Porter) and David Helgason (Founder at Unity Technologies).

    To achieve our business goals and accelerate our adoption in the United States, we are looking for a Customer Success Manager to join our launch team (You and Director of Sales) in the US.

    🚀 About the position:

    Working as the first US-Based Customer Success Manager at Grip will mean that you're responsible for providing our North American - clients (event organisers) with an excellent customer experience while delivering an outstanding implementation of the Grip Event Networking Solution at their event.

    This means regular meetings to train clients on our platform, providing them with regular status updates as well as sharing best practices to maximise success. Furthermore, you will occasionally travel and attend events to provide onsite support and representing the Grip brand.

    We're building a remote team in the United States, but our strong preference is for candidates on the East Coast for greater overlap with London, UK.

    🚀 Core Responsibilities:

    • Work with the wider Project Delivery team on assigned clients to ensure successful event delivery. Monitoring of delivery plans, status reporting of progress and escalation to the manager and/or team when necessary.

    • Follow up with customers when necessary to ensure am outstanding customer experience is provided resulting in up-sell and cross-sell opportunities as well as an excellent renewal rate.

    • Develop and maintain effective customer relationships at mid-level management to grow accounts and feed potential leads back to the sales team.

    • Maintain a full understanding of the Grip products to ensure top quality assistance for our clients.

    • Represent the brand. As the voice of Grip, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience.

    • Supporting the client with understanding their requirements, collecting data, delivering analysis and problem resolution.

    • Things move pretty fast at Grip so, although your role will be focussed on keeping our clients happy, it's likely you'll end up wearing quite a few hats and gaining experience across a variety responsibilities.

    🚀Experience and Skills

    • Ambitious, adept at managing multiple tasks simultaneously, well-organised and dependable. Can be relied on to uphold responsibilities assigned.

    • Relevant work experience in a technology environment, with a history of successfully managing stakeholders in a business environment.

    • Attention to detail, with the ability to understand concepts and situations within the customer success cycle to guarantee its success.

    • Precise written and verbal communication skills in English, with great interpersonal skills.

    • Strong cross-team/group/organisation collaboration skills. Liaising at all levels of management, both internally and externally.

    • Experience in handling customer complaints/customer care and working with internal teams to resolve issues.

    🚀 Grip Benefits

    • Opportunity to take lead in shaping an entire industry through AI.

    • Competitive bonus on up-selling, renewal rate and opportunities generated through Inside Sales.

    • A world-class team of sales, operations and engineering.

    • Travel to world-class events with all expenses paid.

    • Bi-monthly outside work activities.

    • Kind, fun and ambitious company culture.

  • Overview

    With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge we're processing tens of millions of dollars in sales every week. Our mission ‘making repeat orders easier for everyone' began four years ago as a bootstrapped startup and today we're at the forefront of recurring billing software with over 100 remote-first employees around the globe.

    In a Technical Customer Support role based remotely for our Customer Success team, you’ll be responsible for supporting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls.

    What You'll Do

    • Live by and champion our values: #ownership, #empathy, #simple-solutions.
    • Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
    • Communicate clearly in writing to both technical and non-technical people
    • Document and build new tools to improve support flows
    • Identify patterns, recommend improvements, and filter out unimportant issues
    • Author documentation for our customer-facing Help Center
    • Assist with successful on-boarding of new customers

    What You'll Bring

    • 2+ years of experience in technical customer support at a SaaS company, or similar
    • Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
    • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
    • A passion for problem solving: an excitement for a tricky problem or a new challenge
    • A sense of urgency and a satisfaction from going above and beyond to provide solutions
    • An exceptional eye for detail and excellent organizational and communication skills
    • Ability to work remotely and desire to make an impact at a boot-strapped start-up
    • Excellent customer service and English fluency (written and spoken)
    • A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 
    • Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
    • Ability to work flexible shifts

    ReCharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. ReCharge Payments prohibits any form of workplace harassment. 

  • Kraken (North America (EST))
    1 month ago
    About Kraken

    Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion.  Founded in 2011 and with over 4 million clients, Kraken is one of the world's largest, most successful bitcoin exchanges and we're growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets.  We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent. Let's change the way the world thinks about money! Join the revolution!

    About the Role

    This is a fully remote role, we will consider applicants based in North America.

    Our ideal candidate is a self-starter, enjoys complex and ambiguous technical issues, has a keenness for problem solving, is able to see the bigger perspective and provide expert insights into business solutions, and above all, is immensely passionate and diligent about about technology and data security. If our words have struck the right chord with you and you are up for another challenging yet exciting career opportunity, we would certainly like to meet you!

    Our technology team is having a blast while delivering the most sophisticated crypto-trading platform out there. Help us continue to define and lead the industry.

    Responsibilities

    • Maintain the complicated relationship that our global employees have with the devices and/or technology they interact with on a daily basis (in order to do their jobs and get work done)
    • Help team members by solving computer, mobile device, application and access issues to allow them to work effectively
    • Answer team members' questions efficiently to strive for optimized productivity and possess the know-how and experience needed to aid team members use common workplace devices, tools, applications and services

    Requirements

    • An individual with 1-3 years experience working in an independent IT Support role.
    • A go-to person for “all things IT or technical” (e.g., troubleshooting a broken scanner that has repeatedly stumped the office manager, explaining the detailed steps required to encrypt email or discussing the importance of encrypting communications to a less tech-savvy individual).
    • You understand the importance of IT and security best practices .
    • You love people and working with people and enjoy helping team members to work effectively, securely and happily.
    • You understand the importance of computer systems and applications working effectively to increase productivity.
    • You can communicate clearly in written forms of communication such as email, chat, and ticket updates. 

    24/7/365

    • The ideal candidate will live in the Eastern Time Zone (EST) and be 100% available during the core working hours of 9AM until 6PM
    • Depending on the particular support situation, there will at times be work needed outside of the core working hours for this position, including mornings, evenings and weekends. 
    • You need to work with a large geographically dispersed team consisting of people possessing a broad understanding of and comfort with technology.
    • This role may require the ability to travel. For this reason, a valid passport will be mandatory.
    We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.

    Check out all our open roles at https://jobs.lever.co/kraken. We’re excited to see what you’re made of.  
  • What if your work had an impact on millions of online shoppers around the world?

    Imagine if you could improve the experience that your friends, family and millions of others have when shopping online, so that each time they purchase a product or service from a brand's website, they feel understood and have a shopping experience that's completely personalized for them and their needs.

    That's what we're trying to do here at ConvertFlow.

    The challenge is the marketers, who are in charge of creating those tailored shopping experiences, are limited technically. Running promotions and launching personalized experiences on their websites requires ridiculous amounts of time spent coding or waiting on developers.

    As ConvertFlow's Customer Onboarding Specialist, you'll be able to help thousands of marketing teams use a platform that eliminates their need to code, unlocks their performance and gives them the power to create personalized shopping experiences online, as well as drive massive growth for the companies they work with.

    At the same time, with the insights you gain from working closely with these marketers, you'll be able to help shape product direction, help shape what features get built, author educational content, as well as help make the platform they use an even more powerful part of their workflow.

    Since launching at Techstars Chicago in 2016, ConvertFlow has quickly grown to a passionate community of about 5,000 marketing teams, entrepreneurs and agencies. Providing top-notch customer service has been part of our culture since day one. See some of our customer reviews on Product Hunt.

    We need your help to scale ConvertFlow's customer experience and take it to the next level, on the journey to becoming an industry leader.

    Why this role?

    1. Work on a product people love that solves real problems: Every hour, up to 60,000 people around the world are engaging with personalized campaigns crafted in ConvertFlow by marketers at small businesses and agencies, as well as marketing teams at fast-growing technology and ecommerce companies, who no longer have to code or wait on developers.
    2. Meaningfully shape that product: Everyone on our support team doubles as a UX researcher, helping us understand and serve our users better. Your voice carries the most weight when we decide what to build next.
    3. Join us at a special time: We're a startup team serving thousands of enthusiastic marketers and running a profitable company. Thankfully, we're in a fast-growing market, where our customers pay the bills and fund most of our growth. This give us the opportunity to grow thoughtfully, rely less on investors, take big swings and focus on serving our customers above all. We also have the privilege of being a Techstars-backed startup, which means we're able to access world-class startup resources, industry experts and mentorship when needed to help us grow.
    4. Gain new skills fast. Because we're a lean and fast-moving team, we all take on many different roles that are new to us, whether that's writing, UX design, creating new processes, systems and more. Though this role's title says "specialist", as an early team member, you'll be wearing lots of hats and learning new skills fast. Your mind, abilities, and understanding of what it takes to grow a startup will expand every day.

    About ConvertFlow

    We're on a mission to help companies thrive by giving marketers the superpowers they need to drive massive growth.

    ConvertFlow is the all-in-one platform for converting website visitors. With our platform, marketers can create, personalize and launch campaigns across their website that generate customers and grow revenue. Today, about 5,000 marketing teams use ConvertFlow to take campaigns from idea to launch, without coding. This includes small business entrepreneurs and agencies who want to execute like a team twice their size, as well as marketing teams at enterprise companies that want to launch campaigns with the speed and agility of a startup.

    Life at ConvertFlow

    We're a team that loves great marketing, design and products that make our lives easier. We're building ConvertFlow as a distributed company. This means working together online, outside of a central office, is our default.

    We collaborate on projects using Notion. Most team communication happens over Slack, and meetings are done via Hangouts or Slack video calls.

    Being a distributed company gives us the freedom to work where we are most comfortable, as well as optimize our own schedules around a healthy routine, focused work and work/life balance.

    Requirements

    About this role

    So, what will you do as ConvertFlow's Customer Onboarding Specialist?

    This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

    Improve user activation and feature adoption:

    • Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.
    • Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.
    • Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.
    • Host public & private demos, webinars, and training with leads and customers periodically.
    • Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.
    • Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.
    • Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

    Improve user retention and reduce customer churn/cancellation rate:

    • Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.
    • Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.
    • Reach out to “likely to cancel” customers to help them get value from ConvertFlow.
    • Engage with canceling customers and design systems for improving "win-back" followup.
    • Improve workflow for tracking bugs, feature requests, and better ways to improve our support processes.
    • Relay bugs to developers and keep customers updated while our team prioritizes and releases bug fixes.

    You might be a good fit if...

    • You have strong writing skills in English — both short form (messaging) and long form (product guides). You pay attention to details and love to get creative with words.
    • You're patient, warm, and organized in your thinking. Empathy is key.
    • You're curious about people and problems. You're a good listener who's naturally interested to dig in, ideate, and find solutions.
    • You want to get into UX research, product ops, or marketing at some point in your career.
    • Have previous experience in a customer success role, technical support or in managing client relationships.
    • You're excited by the idea of guiding people to execute their ideas using a powerful product, and seeing the massive impact your guidance can have on a company's marketing results and growth overtime.
    • You actually enjoy troubleshooting problems and overcoming technical and non-technical challenges.
    • You have experience working remotely and managing your own schedule.
    • Are based in the US and can work 9AM-5PM Eastern timezone.

    Bonus points for the following...

    • You have experience using popular email marketing tools like MailChimp, HubSpot or Infusionsoft.
    • You have experience using a popular CMS like Wordpress or Shopify.
    • You have experience with basic HTML and CSS, website themes and plugins.
    • You're enticed by the eventual opportunity to manage a team.
    • You're based in the South Florida area.

    Benefits

    Benefits:

    • Work remotely
    • Work with a startup team that's ambitious and punches above its weight.
    • Flexible vacation time
    • Culture of learning and development with a training allowance
    • Flexible work schedule
    • Monthly co-working stipend
    • Competitive salary
  • Bitrise is the market leader in mobile CI/CD. As a successful graduate of Y Combinator, we are born of the same DNA as AirBnB, Reddit and Dropbox. We have tens of thousands of customers - ranging from unicorn starts-ups to fortune 500 companies - using Bitrise to automate mobile app development and operations. Our vision is to increase the quality of apps in the world. The result? Happy developers, happy users and better applications.


    A huge part of the Bitrise experience is the excellent and competent customer support. We view support as part of the product and service we offer, so maintaining this level of quality will be your top priority. You’ll be managing and scaling a team of L1 Customer Support Reps and L2 Support Engineers in Boston while constantly iterating on the methods and processes this team uses to stay effective, while not compromising on quality.

     

    What you will be actually doing?

    • Directly manage a team of L1 & L2 Support Reps and Support Engineers in one region
    • Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s
    • Produce reporting that demonstrates team effectiveness
    • Explore, implement, and integrate systems & processes that will help the team scale through tremendous growth
    • Successfully manage onboarding and continuous education for members of the team
    • Manage interactions between Support, Development & Product pertaining to customer issues/feedback
    • Mentoring new hires as the organization grows quickly
    • Develop career paths within the Support team and throughout the organization
    • Maintain a thorough understanding of Bitrise’s business and usage of our products and services

    We’d love to hear from you if:

    • 3+ years of people management experience
    • 3+ years of Customer Support or Customer Success experience with B2B SaaS product(s)
    • Excellent customer service and relationship skills
    • In-depth understanding of Support methodologies and best practices
    • Overall understanding of mobile development technologies and methodologies
    • Strong spoken and written language skills for working with high-value customers and publishing documentation
    • Fluency in English

     

    Big plus if you have experience in:

    • Experience with developer tools and/or the mobile dev market and community
    • Been a mobile/software developer, test automation engineer or QA engineer
    • Been part of a rapidly growing company/team


    What we offer:

    • Clear and long-term vision
    • Being able to travel the world and meet our users
    • Supportive culture, where you can be yourself
    • We share information openly and proactively within the company
    • Super collaborative environment, where every opinion matters
    • A stack of the most modern technologies
  • 2 months ago
    Mattermost, one of Y Combinator's top 100 companies, provides an open source enterprise-grade messaging platform to the world’s leading organizations that allows teams to collaborate securely and privately anywhere. With over 10,000 server downloads / month our customers include Uber, Samsung, Affirm, The US Department of Defense and more. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integrations with hundreds of SaaS and on-premises technologies. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning the globe.

    We value high impact work, ownership, self-awareness and being focused on customer success. If these values match who you are, we hope you'll learn more about working at Mattermost and come talk to us!

    About the company

    We believe teams should be able to do their best work without compromising on privacy and security. With data breaches in SaaS services happening more often than ever, our private cloud solutions let organizations keep their data under their control.

    Collaboratively developed by over 1,000 contributors, our flagship product is an open source messaging platform used in enterprises all over the world. With customers such as Uber, Intel, and Samsung, the work you do here will impact thousands of organizations every day.

    About the Role

    We are looking for a Community Manager to join us in growing a thriving community of users and contributors as the “tribe of Mattermost”.
    Our ideal candidate is passionate about working with communities, is able to focus on high impact projects with multiple competing priorities, and has a demonstrated history of building open source communities.


    Responsibilities

    • Grow contributions by creating a clear, compelling and enjoyable contributor journey.
    • Prioritize work that drives improvements on key community KPIs.
    • Empower community to create an ecosystem of high-quality, open-source, community-built integrations and plugins in the marketplace.
    • Participate in other communities and platforms to help foster collaboration and relationships across communities and organizations.
    • Build relationships and alliances within the industry and community, virtually and in-person, to increase reach of the Mattermost brand.
    • Represent Mattermost  as a spokesperson at conferences and events, and within external communities.
    • Run powerful social media, events, and other outward facing efforts that will grow our customer, community, and user base.


    Requirements:

    • 5+ years of experience participating in and building communities.
    • Technical background with ability to set up integrations and offer tips and best practices across the community.
    • Facilitation of complex and sensitive community management situations with empathy, authenticity and good judgment.
    • Independent, with ability to manage multiple competing priorities.


    Pluses:

    • Experience leading community management programs in open source or otherwise technical in nature.
    • Existing network from a diverse set of communities and social media platforms.
    • Software development capabilities and experience.
    • Public speaking, blogging, and content development.
    We're looking for someone who wants to help us build the future of Mattermost and improve the way the world communicates. The right person in this role has the opportunity to have a huge impact on Mattermost the product, and its many users worldwide, but also on our open source community that has been key to Mattermost's success. If this sounds like you - please apply!
  • Looking to join an amazing Customer Success team?

    We’re looking for an amazing individual to join our technical support team. For this position, we want a true champion: a well-rounded person able to provide our clients with technical support, as well as answer any onboarding questions. Your ultimate goal is to help our clients succeed by proactively providing them with all the technical know-how.

    Uscreen is an amazingly diverse, fast developing video monetization platform and the person joining us will play a pivotal role in our growth. This is a fast-developing industry, and our support champ will need to know every detail about our platform.

    Our team is incredibly smart, passionate, supportive, skilled, open to learning and constantly developing. We’re looking for someone who can match that energy.

    About the role:

    This is a customer facing role: you will be one of the first points of contact for our clients in order to help them set up their account. From basic items, like video uploads and answering a variety of questions, to more advanced technical issues, like domain name setup / CNAME setup and installing SSLs, you will be providing rounded technical support for both new and existing Uscreen clients. It’ll be your responsibility and goal to provide our clients with solid answers and on-point guidelines that will help them have the smoothest experience possible.

    We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position, and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team.

    In this role, you will wear a few different hats, including:

    • Working in the ticket queue to assist customers with technical support requests.

    • Being the go to person for all technical requirements related to support and the platform.

    • Working with dev team incase of bugs and Tier 2 tickets.

    • Helping customers with setup and on boarding as needed to help them with the initial few steps of the platform setup via phone and email.

    Requirements:

    Must have:

    • 2+ years in Customer Support or similar

    • Experience in SaaS

    • Experience working with HTML

    • A fully functioning workstation and a quiet place to work (with their own laptop)

    Must be:

    • Quick to learn and able to understand our platform as well as the video and OTT industry

    • Able to work independently

    • Native or near-native English speaker (North American accent is a plus but not a requirement)

    • Overall a nice person 🙂

    Our ideal candidate will also have:

    • Experience working with Zendesk or similar

    • Good communication skills, both written and verbal

    Benefits:

    • Join an amazing, creative and motivated team

    • Work from anywhere (OK, almost anywhere…), as long as you have regular overlap with Eastern Time business hours and can schedule overlap with Pacific Time business hours when needed for customer calls.

    • 20 paid days off per year (eligible after the first 6 months with the company)

    • Budget for personal development

    How to apply:

    • Click on the Apply Button and fill in the form 

    • We review the applications and email candidates who qualify for the second round

    • The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions

    • After we review the submissions, we will organize a Skype interview with the successful candidates

  • MyWiFi Networks is looking for a Partner Success Manager to oversee and address our customers’ technical and platform sales needs. You will provide product knowledge, sales strategy and coaching after the point of sale, ensuring customer satisfaction. You should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audience. You should also be results-driven and aspire to achieve specific goals. Ultimately, you should be able to provide technical, product and business knowledge to support the sales process and strengthen customer relationships.

    Responsibilities

    • Perform online training webinars that demo the platform and address customer questions;

    • Coach new and existing customers on the capabilities and best practices of the MyWiFi platform;

    • Conduct online training sessions to support current reseller agency client base;

    • Perform online training webinars that demo the platform and address customer questions;

    • As a product application expert, develop and communicate simple solutions to clients;

    • Manage new large account pilots, cloud controller setups and support requests;

    • Communicate with partners through our various phone, email, chat and social channels;

    • Build repeatable automation flows to streamline onboarding and product usage;

    • Help optimize the sales process, set appropriate metrics for sales and onboarding;

    • Establish executive level, long term customer relationships for future sales opportunities;

    • Provide market feedback to the company leadership regarding competitive offerings, prospect needs and generate product development ideas;

    • Travel for in-person meetings and trade shows with partners to develop key relationships;

    • Hire and train additional sales and customer success staff as the need arises;

    • Act as a Project Manager to lead key internal client installations, when required;

    • Other sales and client success tasks working closely with the CEO.

    Requirements

    • Proven work experience as a Technical account manager;

    • Solid technical background with hands-on experience in digital technologies;

    • Familiarity with software and front-end development

    • An ability to grasp customers’ needs and suggest timely solutions;

    • Excellent verbal and written communication skills;

    • Strong analytical and problem-solving skills;

    • BSc degree in Computer Science or relevant field.

  • 2 months ago

    About Typeform

    Founded circa 2012 in Barcelona, Typeform was founded by two designers: David Okuniev and Robert Muñoz. Their mission? Make online forms a little more human. Today, Typeform works on the future of online forms. Powering your brand’s interactions with beautifully designed, professional-looking online forms that people just love. Create forms, surveys, quizzes (and so much more) to grow your audience, improve just about anything, and validate (or invalidate) your best ideas.

    The most important interaction on the web is the exchange of information between a brand and its audience. And that exchange usually happens through online forms. We believe that even a utility like online forms should be remarkable. Our customers say they get more answers from their audience and even the occasional compliment. Make every interaction count.

    Typeform is a team of over 200 people representing 30 countries. We have offices in Barcelona, Spain and in San Francisco, United States.

    About the Role

    Are you a natural troubleshooter, always looking to solve the next problem? Do you care about creating a remarkable customer experience? Are you a strong communicator and quick thinker? Are you fluent in both English and Spanish? Would your friends describe you as smart, humble, or empathetic? If so, it’s time we talked.

    “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ~Maya Angelou

    Typeform is making online data collection more and more conversational, and we’re growing fast. We’re looking for a passionate and inspired Customer Advocate to join us in our Barcelona office. Your mission? Give customers the best support humanly possible.

    We’re looking for passionate and self-motivated Customer Advocates to join our team remote team based in the US (Arizona or Florida). Your responsibilities will include: 

    • Respond to user inquiries via email, instant chat, and social media channels. (Other channels, such as Skype and phone, might be needed in the future.)

    • Develop and maintain long-term relationships with people who use Typeform

    • Be a Typeform guru. Train, guide, and inspire users to get the most out of our platform

    • Troubleshoot and report issues in the platform, help prioritize them, and craft alternative solutions or workarounds for premium users

    • Follow best practices in data collection, tagging, and tracking

    • Delight our customers with the best quality answers aiming at pushing the high level standards of customer satisfaction 

    • Be a team player and constantly provide feedback about new feature requests, pain points, etc

    • Work closely with other teams such as marketing, product, and engineering to provide the best service and help us grow

    • Help out with other duties in the Customer Success team such as contributing to department level OKR’s

    What we are looking for 

    • You are based in the US

    • You have 2+ years of experience in customer support 

    • Knowledge of Typeform at end-user level (we’ll turn you into a guru when you join us).

    • Strong communication skills, and fluency in verbal and written English and Spanish.

    • Ability to diagnose and solve problems with varying complexity, focusing on the customer’s needs.

    • Organized, self-motivated, and detail-oriented.

    • Ability to prioritize, multi-task, and perform effectively under pressure.

    • Team player with demonstrated ability to execute across a cross-functional team.

    • Schedule flexibility. Availability to work on weekends or bank holidays would be a plus.

    • Demonstrated ability to show empathy and take ownership of customer queries providing the best answers to our users

    • You have experience working with these platforms: Customer Support or CRM platforms (for instance, Zendesk or Freshdesk)

    These would be great:

    • You worked with integrations and API

    • You’ve worked in SaaS or tech startup

    • You’ve worked in an Agile environment

    Think you’re a good fit? Hit apply—success might be just around the corner ;-)

    *Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.

  • Massachusetts Institute of Technology
    2 months ago

    Are you passionate about technology education? We are MIT Horizon, a new initiative within MIT Open Learning committed to supporting MIT’s mission to advance knowledge and educate students in science, technology, and other areas of scholarship that will best serve the nation and the world in the 21st century. Our vision is to educate the global workforce on emerging technologies with MIT’s expert, impartial, update-to-date online library. For more information about MIT Horizon, please visit horizon.mit.edu.

    Purpose Under minimal supervision, manage a portfolio of complex commercial partnerships with senior executives at a variety of large customers including Fortune 500 companies and government organizations. Be responsible for the overall success and satisfaction of our partners, ensuring they realize the full value of the product. Build and manage customer relationships with senior (SVP and VP level) HR and business unit leaders, acting as their trusted advisor by delivering a variety of services including onboarding, engagement support, data analytics reviews and custom curation. Develop these relationships into MIT Horizon champions, while driving opportunities to upsell new licenses and ensure renewals. Interface with all major business functions within the MIT Horizon initiative including marketing, sales and product development.

    WHAT WILL YOU BE RESPONSIBLE FOR?

    • Be responsible for all post-sale customer activities for the MIT Horizon initiative across a portfolio of assigned accounts. Of primary importance are establishing trusted advisor relationships with a wide variety of executives and learning professionals at large companies and government organizations, as well as delivering a variety of services including user and organization onboarding, ongoing engagement support, usage and product reviews, and custom content curation. Be the primary point of contact for customers.

    • Be responsible for all commercial expansions and renewals for a portfolio of MIT Horizon customers.

    • Be an advocate for customer needs within internal MIT Horizon team discussions.

    • Proactively identify account risks and develop mitigation plans (coordinating activities internally within MIT Horizon and external with customers) to resolve.

    • Identify opportunities to optimize and improve customer success workflows and toolset to better serve customers.

    • Participate as an active member of the MIT Horizon core team including close involvement in all customer-facing initiatives, while developing strong internal relationships with members of product, sales, and marketing teams.

    QUALIFICATIONS & SKILLS

    • Education: Advanced degree (MS or MBA) or equivalent.

    • Experience: Five years of relevant experience or equivalent.

    Skills

    • Exceptional interpersonal and communication skills.

    • Proven ability to initiate and develop strong professional relationships with senior business leaders.

    • Proven ability to deliver services and support to large businesses and/or governments.

    • Proven ability to manage expansions and renewals for B2B SaaS products.

    • Proven ability to work independently in an unstructured, startup environment.

  • Description

    Hello! Are you interested in joining a 100% remote SaaS company dedicated to helping customers streamline organizational processes and be better stewards of their data? Consider applying for open positions at FormAssembly, an enterprise web form creation and collection platform used by some of the largest and most well-known organizations in the world.

    We are a team of collaborators that are passionate about providing the very best to our customers, partners, and stakeholders, internally and externally. We are travelers, artists, athletes, and animal lovers creating an incredibly strong, fully remote team and providing amazing results, no matter where we are. We’re problem solvers and continuous learners who are never afraid of a challenge, and we’re looking to add another amazing member to our Customer Success team.

    As a Success Engineer at FormAssembly you will add direct, undeniable, customer impact by being a technical resource for the Success Team. In this role you will use your technical and people skills to research and engineer solutions for complex customer issues. Here are some more details:

    About the Role:

    • Write code (we’ll help you along the way) to directly help resolve customer issues and improve our product. We happen to use React, PHP, Javascript, and of course some HTML and CSS/Sass too

    • Use JIRA and Salesforce to enter and track bugs and features

    • Help the Support team troubleshoot, research, and resolve complex support cases and issues

    • Work closely with the Engineering team to research and resolve customer issues and relay solutions back to the Customer Success Team

    • Optimize our user’s experience through thorough feature release testing, documentation and process improvements

    • Coordinate and work closely with Customer Success and Engineering Leads to handle technical escalations and support all customers. We support our customers in the most personal and friendly way possible through chat, email, and occasionally phone support

    Requirements

    About You:

    • 2+ years of previous work on a technical or success team, project, or app

    • 2+ years of experience in React.js ( or some other front-end framework like Angular or Vue )

    • 2+ years of Javascript, HTML, and CSS experience

    • Be passionate about adding customer value and helping them resolve their issues

    • Positive and entrepreneurial mindset

    About Us:

    FormAssembly is a leading enterprise data collection platform, built to help organizations streamline processes and drive quality form conversions. At our core, our mission is to help organizations collect, use, and be good stewards of the personal data entrusted to them.

    We work across multiple industries with well-known customers, including Amazon, Aetna, Lenovo, Volvo and others. We have been recognized in the 2018 and 2019 Inc. 5000 lists of fastest growing private companies, and we are a G2 Crowd Winter 2019 Leader.

    If you’re a genuinely nice person who is great to work with, respectful, and who will put the team and our customers first, we’d be thrilled to have you apply for this position. FormAssembly is an equal opportunity employer. If you belong to an under-represented group in tech, you’ll find a welcoming culture that thrives on diversity.

    This is a full-time position, open to all locations (working remotely from home).

    Benefits

    FormAssembly offers several benefits that help to facilitate a healthy team, personal growth, and a work-life balance, all of which contribute to creating a more engaged and passionate workforce. 

    • Health benefits (health, dental, vision) for team members based in the United States

    • 401(k) with 4% company match

    • 4 weeks paid vacation and 9 company holidays

    • Flexible work schedule

    • Paid parental leave

    • Charitable contribution match

    • Budget for professional development

    • Company provided Mac laptop

    • You'll be joining a talented and fun team, working together to build something great!

  • 2 months ago

    We're Tribe, a fast-growing B2B SaaS startup, empowering the new generation of online communities. We help companies drive growth and engagement by enabling their users to discuss and connect in their branded community.


    We are looking to hire a customer success specialist to join our team to play a key role in helping us retain our customers and expand our existing accounts.


    This position is remote!




    Roles and Responsibilities:


    - Handling customer support inquiries and providing an exceptional experience to our customers across different channels including chats, and emails and community posts.

    - Helping new customer with on-boarding by understanding the value of the product and utilizing the existing features.

    - Contributing to the knowledge base and creating user-friendly help articles, documentation, tutorials, videos, guides, etc.

    - Cultivating discussions and Q&As in customer community portal to create a vibrant and healthy community.

    - Collecting customer requirements and user feedback to share with the product team.

    - Syncing with product team on new feature releases and preparing relevant materials for customer support channels.

    - Spread awareness about our premium features among our existing customers and hand-over prospects to sales team.

    - Tracking user engagement via data and metrics in order to identify suggestions, improvements, and up-selling opportunities.

    - Analyzing user actions and providing effective solutions to increase customer satisfaction.

    - Developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.



    Skills:


    - Communication: Excellent written and oral English communication skills.

    - Customer-centric: Obsessed with customer experience and genuinely empathize with our users.

    - Multi-tasker: Excellent time management and prioritization skills and can handle multiple tasks with ease

    - Problem-solver: Get things done, no matter what

    - Self-starter: Strong initiative and ability to figure things out by yourself.

    - Proficient experience in using CRM/Email/Chat Tools

    - 2+ years experience in customer support preferably in a software/SaaS company.

    - Understanding of latest web technologies, SaaS and APIs.